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Are popular technologies altering the basic rules of customer relations today??

Created by : Jayant Vishnu, Art Director/Sr Art Director, Creative  | 12 08 2010 06:14:07 +0000
Industry : Advertising/PR/MR/EventsFunctional Area : Communication(Sales & Marketing)
Keywords : social media customer service social networking sites customer satisfaction customer relations popular technologies
Activity:  213 views;  last activity : 12 12 2010 04:30:03 +0000

As social-media sites like Facebook and Twitter transform the way companies communicate, faculty at a handful of schools have started courses focused on the business uses of social media, and many more are integrating discussion of the interactive sites into classes on marketing, advertising and communications. Many professors say the sites are fundamentally changing the business world. Do you think popular technologies are altering the very basic rules of customer relations today?? Share your thoughts on this..

  
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Yes...companies are establishing a presence on existing sites or set up their own online communities to hone in on target markets, hear about customers' interests and get feedback on products, with a big potential payoff.

And with people communicating more and more quickly than ever before, there is an enormous trove of data online that companies can mine to understand how their customers. An entire industry is emerging to monitor and analyze such communications and report to companies what is being said about their brand or products.  So yes popular technologies are altering the very basic rules of customer relations today??
By Jayant Vishnu, Art Director/Sr Art Director, Creative  12 08 2010 06:42:35 +0000
 
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The basic rules of customer relations according to me can be elucidated in one acronym: SCORE S – Sincerely Listen-Listening can be enhanced through technological advancement C – Care and Empathize- for that any media will work as long as u have a human behind the machine. O – Open the Door With Questions R – Resolve/Recommend: Give Information – Get Agreement,Successfully Solve Problems again possible and faster with advanced technologies. E – Effectively End the deal:Know Your Client is Delighted provided u have SCORED it does not matter how, technology only facilitates customer delight
By Rashmi Sharma, CEO/MD/Director, AQumen- Empowered Solutions: Human Resources (HR) Consulting  12 12 2010 04:30:03 +0000
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Social marketing is rising sun in marketing industry. Social marketing increases brand value and connects consumer effectively with brand. It develops a emotional connect with consumer. Consumer start conversing with brand one step ahead of communication. From company perspective, companies can get feedback very fast. Likes and dislikes number can make companies to understand where they are lacking and in which areas improvement is required. It is revolutionary approach, as it can help improve inventory and remove stock outs.
By Kangan Gupta, MBA/PGDM student, Birla Institute Of Management Technology, Greater Noida  | 12 08 2010 19:02:49 +0000
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yes, for these customer relation perpose so many company now using Customer Relationship Management(CRM) Techanology
By M.B.MALANI , MBA/PGDM student, R.R.INSTITUTE OF MANAGEMENT BANGALORE  | 12 08 2010 17:06:51 +0000
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I have no doubt that popular technologies (read social media) is changing the way marcom professionals are looking at customer relations today. But the basic rules of customer relations have not changed.

I've recently developed a workshop on 21st Century Brand Planning where I demonstrate that brands that were aimed at rural India, in the 80s and 90s ... and even now... have been using the principles of effective social media at a time when Mark Zuckenberg wasn't even alive.

Word of Mouth has always been a popular form of communication. But because marcom professionals had no easy way, in the past, of measuring it (or being remunerated by causing it) it got neglected.

Brands that had to get through to Rural India, because they did not have sufficient reach through organised media, had to use "social marketing" ...with the consumer as the medium...to get their message through.

Yes the process was slow. But the best way to get a farmer to adopt a tractor brand, or a fertiliser, or a pesticide or a soap was to create "consumer communities" around the values of that brand. Fortunately India had, and still has, large "community gathering sites" (read festivals and melas) where savvy marketers could practice "social marketing" through word of mouth.

The principles that worked then are the principles that work now.

1. Don't SPAM. Befriend the customer 

2. Listen

3.Befriend

4.Help

5.Solve their problems

6. Find a win-win solution. Where the customer wins and so do you.

7. If you can't do that, let the customer win. He/she will be your advocate, and that way you win.
By Sumit Roy, Founder Director, www.univbrands.com  | 12 09 2010 20:52:22 +0000
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