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 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.

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