Here we are, only two posts into our series on Social CRM in 2012 and I’ve already talked about experiences twice. The first time was when we talked about Gamification and the next time will be this post, which the title should give it away that it will be mentioned.
This trend truly took wings in 2011, but it’s on this list because last year traditional CRM vendors focused on customer experience out of necessity, from cultures forcing their hands.
In 2012, more and more companies will see the value in working hand in hand with customers to create those experiences that become part of the fabric of whom customers see themselves as and therefore, weaving brands into their lives and existences.
That’s ultimately what we want and what Social CRM is all about. Lets dig into that some more.
Protect and Serve
If you get nothing else from this post for your brand, remember this: No matter what job you do, you’re in the service industry.
Your company exists to help someone do something better than they could before they encountered you and in so doing, you are providing a service. I don’t care who you are, you’re at the will of your customers.
Disney may be one of the biggest brands on the planet, but if (for whatever reason) everyone on earth woke up tomorrow and decided to never see another Disney movie, watch a Disney show, go to a Disney Park or interact with them in any way ever again, it wouldn’t be long before there was no more Disney. I’m going to bet your brand isn’t as big as Disney, so whatever those percentages are shoot way up for that happening to you.
Business can be a scary place.
Your job is to serve your customers and nothing does that quite as well as fostering an environment of creating memorable experiences for those customers.
We’ll be discussing how to create those experience more on this blog, but for now just know that if you don’t have a designated team and executive within your company whose job it is to think about Customer Experience, you’re behind the curve already.
Get our latest posts straight to your inbox!