PlumBlog

So many times I read on Twitter or other blog sites how companies are displaying anti- social media behavior. This can range from the ostrich approach, just pretend its not happening and it will all go away to pushing out employees who embrace and push companies to consider social media. Of course, those of us to are in the social media circles think and many believe the issue is companies are anti- social media, they are afraid of this channel, they are just stupid and don’t get it.

In my humble opinion, this is misguided, and since its my blog, I get to disagree. Instead, I believe companies are simply anti-customer. By anti- customer I don’t mean they don’t want customers- that would just be crazy talk. Without customers we don’t have a business- right? In todays environment its easy to point the blame to the newest channel to the mix- social media. But let’s face it, companies who display this behavior are simply afraid of interacting customers on any level in any channel. The companies who get it, Apple, Nordstrom’s, Zappos, would embrace smoke signal communication channels with their customers if it meant improving their customers experience an ultimately their brand. Don’t blame the channel, instead look at the company and its leadership. Chris Brogan’s article
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Tags: Common Sense Customer Service, Food for thought, No Soup for You //