You have to admit that we social media types really like to rock out. At the recent Rockstars of Social CRM event hosted by Chris Brogan and produced by Radian6, some of the “rockstars” of CRM were definitely in the house including Frank Eliason of @ComcastCares. What we learned, or I should say, what we were reminded of, is that customer service comes down to basics – connecting with your customers.
But now it’s called “Social CRM” which was defined by the Rock Star Panelists as a return to basics. The philosophy is good relationships = good sales.
This is not a new concept. Back in the days before Sprawlmarts, we had what some lovingly referred to as “The Mom and Pop shops” where the owner actually knew his customers and interacted with them personally. This resulted in customer loyalty and repeat business. My family has owned and operated its own party & novelty store, Ballard’s, for the past 30 years. My father still greets his customers and helps each and every one of them personally – you can’t get that at a big box store anymore.
While we are getting down to basics, the tools in which we use to do so are very different. Rather than that face-to-face interaction you might have received at a Mom and Pop shop, businesses are engaging in the same type of interaction, but using social media tools like Twitter and Facebook to make those connections – no matter where their customers are. It has revolutionized the way in which companies do customer service, and if done right, is extremely powerful. Look at Zappos. They refer to themselves as a customer service company that sells footwear and clothing. Zappos is doing customer service right and leveraging online tools to do so. Any business, large or small can do the same.
What companies do you engage with whom you feel are doing it right? And, more importantly, what is your favorite Rock Band song to rock out to?
Cross-posted from http://www.christine-major.com