CNBC Explores the Role Twitter Plays in Customer Service with Brian Solis

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CNBC’s Meghan Lisson spoke to Brian Solis about his views on Twitter’s new role in customer service and whether or not businesses are ready to Tweet back.

Here are some of Solis’ thoughts from the article.

Faced with shrinking digital attention spans, brands must compete to stay relevant. It’s adapt or die, said Brian Solis, principal analyst at the Altimeter Group and the author of ”What’s the Future of Business?

“This is a true customer revolution,” Solis said. “Once you become more connected, you become more informed. Once you become more informed, you become more empowered. Once you become more empowered, you become more expressive. And once you become more expressive, you become more demanding.”

“Twitter is going to be here and it’s going to continue to disrupt everything: politics, education, business,” said Solis. “It’s yours to define, and it’s yours to ignore.”

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ABOUT ME

Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What's the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish 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. Prior to End of Business, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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