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August 11, 2011
Becky, Brian, and Our 'Connected Customers'
Becky Carroll has a new book, "The Hidden Power of Your Customers." Brian Solis wrote the forward and is promoting Becky's book in a blog post. We note it because customers aren't so much abstractions anymore; they're out there what Brian calls "connected customers," poised to comment on our goods and services. All of which poses new relational challenges.

"The future of business is rooted in shared experiences," Brian writes. "Customer experiences will be shared, and they will either be positive or negative. Not unlike the reviews we’ve either posted or read on Amazon, people either love or hate an interaction they’ve had with a company."

People — somebody's customers —  can now express their feelings on social media and employ empathy as a positive or negative relational force. We need to be a lot more mindful of what people may be saying about us, and relate to them in a way that their feelings about us will be favorable. Customers aren't merely numbers anymore. Investigate what Becky and Brian have to say about all this.

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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