Facebook, LinkedIn, Twitter, MySpace, Orkut – the modern day enterprises are using social media like never before to stay connected with their customers. There is a tremendous amount of back and forth taking place on these channels. It wouldn’t be hyperbolic to say that these social media platforms witness a deluge of marketing tactics on daily basis.
But here is a great contradiction manifesting itself. While our social media marketing revolves around customer priority and centricity, we ignore customer in a very weird way. We tend to forget the ‘human’ part of our so-called ‘customer’. We forget that our customers possess and display same behavior traits on these online channels as they do in one-on-one interactions. The things that put them off in real world also annoy them in online conversations.
Last night I decided to get some takeaway food for myself. I was in the mood for some nice Mexican and had almost zeroed in on a place close to my apartment that served good Mexican delicacies. But then a friend told me about this other place that served impressive Mexican food and I found myself standing at their counter placing my order.
Does this mean that the place close to my apartment was not good? No. As a matter of fact if you ask me, I did not find anything special at this new place. The food quality was more or so the same. Then why did I prefer to drive almost 5 miles out of my way and try this new place? Because my friend had recommended it!