We live in a digital world, well at least for 2 Billion people who use the internet as part of their daily lives where information exchange is so fast that it is redefining how we consume information. Let's look back to 20 years ago, we have a web of information on the internet where we use the net find information. 10 years ago the advent of the social network age has changed the way we communicate with each other, social media now travels much faster than mass media. This social network revolution has started the social web, changing the way we use information call if web 2.5 if you like paving the way for a full semantic web or web 3.0. By 2020 technology will be available to link intelligence, actually we are now in the infancy of this technology with machine to machine communication. The experiences we have in consuming information, exchanging information and generating information are changing however there is one constant that seems to be inert to being human.
In 1944, the phrase Word of Mouth was coined/introduced and with that it has proven that we as human are more influenced by out peers than a bombardment of mass media advertising. Going through the evolution of the digital age this concept, Word of Mouth, has remain true to its roots and continuously growing. Powered by mobile, the internet and social networks everything we think, an event, a product, a service or just about anything is just a touch or a whisper away from propagating to the 2 Billion people who are connected to the internet daily. This is altering the way we experience things putting the 10 year old concept of Customer Relationship Management obsolete.
Knowing what we as consumers talk about regarding a wide range of topics has become a trend in assessing customer experiences, away from the traditional surveys that most CRM system favors… in fact the entire customer care concept is disappearing and being replaced by self care. Having said that the question is how should companies use this changing environment to improve their bottom line, after all we are in the middle of a financial crisis that who ever gets it right will be the ones to thrive and prosper.
In 1944, the phrase Word of Mouth was coined/introduced and with that it has proven that we as human are more influenced by out peers than a bombardment of mass media advertising. Going through the evolution of the digital age this concept, Word of Mouth, has remain true to its roots and continuously growing. Powered by mobile, the internet and social networks everything we think, an event, a product, a service or just about anything is just a touch or a whisper away from propagating to the 2 Billion people who are connected to the internet daily. This is altering the way we experience things putting the 10 year old concept of Customer Relationship Management obsolete.
Knowing what we as consumers talk about regarding a wide range of topics has become a trend in assessing customer experiences, away from the traditional surveys that most CRM system favors… in fact the entire customer care concept is disappearing and being replaced by self care. Having said that the question is how should companies use this changing environment to improve their bottom line, after all we are in the middle of a financial crisis that who ever gets it right will be the ones to thrive and prosper.
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