Customers and employees are still underserved and underappreciated.
Some would say, in business, social media lost its way.
Others would argue social media failed to live up to the hype.
There are unfortunately still many examples of businesses not getting it, viewing or outsourcing it as a mere “marketing” function, and operating in siloes where social becomes anti-social by design.
Without purpose and collaboration, social will always be just another thing that businesses use to defer the inevitable…change.
Medium vs. Twitter
Have you used Medium the >140 version of Twitter? During the early days of social media, platforms such as WordPress and Blogger offered technology and networks to anyone with something to say. Over the years, blogging would give rise to a new generation of authoritative, engaging and entertaining voices that might not otherwise found their stage. At the same time, new social channels would emerge that would introduce a subtler more rapid form of publishing that focused on conversations and real-time sharing. Twitter would lead the way for a micro-blogging format which as we all know gave voices and connected audiences to millions and millions more.
Customer experience is meant to be evocative not reactive…
We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do. I guess businesses lost their way at some point. Blame quarterly earnings. Blame technology. Blame politics. But over the years, we overlooked the importance of the “C” and “R” and instead scaled the “M” in CRM. It didn’t hurt that we found ways to save time and money in the process of promoting management, cost-control and efficiency over customer experiences.
Three weeks in and three episodes are now online. Chris Saad and I really got into these topics in the latest episode of ContextMatters. There are parts that are charged and definitely NSFW. We stray a bit away from tech to tackle timely subjects related to journalism and the future of social media as well as the hotly debated topic of vaccinations.
You’ve heard it a million times, a happy customer tells a couple of people and an unhappy customer tells everyone. Yet to this day, executives tend to run business strategy with an emphasis on transactions over experiences. More so, business value is expressed in short-term performance metrics and reports to an audience of shareholders and stakeholders over the very people who keep them in business…your customers. It’s all a bit absurd when you think about it.
Welcome to the second episode of ContextMatters. My co-host Chris Saad and I are having fun recording this series. More so, we’re enjoying expanding the community beyond our world here in Silicon Valley to explore the things that affect business, tech and culture.
In this episode, we take out our macro lens to look closely at the strange fascination with what could best be described as Silicon Valley’s unconventional behavior.
Listen (also embedded below).
There’s an oft-shared quote that I’d also love to share with you here, “If I had more time, I would have written you a shorter letter.” French mathematician, physicist, writer and philosopher Blaise Pascal essentially captured the essence of thoughtful and purposeful communication with a bold but confusing statement in 1657.
At first blush, his words almost seem counter-intuitive. I mean after all, how can spending more time writing a letter equate to its downsizing?
That’s the point.
Bloomberg’s Christian Thompson recently published a story on AirBnB and how it is and isn’t different than many Web 1.0 sites such as HomeExchange or HomeAway. Although only one or two lines from our discussion made the final story, the question and the answer are significant enough to share in this short post.
I’m proud to introduce you to “Context Matters,” a new podcast hosted by my good friend Chris Saad and yours truly. This is a long time in the making and we finally committed to this series as a long-term program.
Context Matters explores discussions at the intersection of business, technology and culture. My co-host, Chris Saad (@ChrisSaad) is a geek at heart and a long-time player in the startup community. Saad the co-founder of The Echo Experience Studio and spends his time building products, ecosystems, standards. He also starts and advises many startups.
Guest post by Rajat Paharia (@rajatrocks), founder and chief products officer, Bunchball and author of Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
2015 promises to be The Year of Customer Experience. Companies around the globe are resolving to become more customer-centric because, as Brian lays out quite eloquently in his book:
“Now’s the time for an investment in something more than price, performance, or value. The future of business is about creating experience, products, programs, and processes that evoke splendor and rekindle meaningful and sincere interaction and growth.”
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.