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Sound familiar?
The intentions were good – yet the results are telling us we made huge mistakes. Automation didn’t really bring any progress in our business processes but alienated our most important asset – our customer base. Read more
I am finally replacing my old website and merge my personal Blog that resided on Blogger.com since 2005 with my Social Relationship blog I recently started.
No I don’t envision moving back to caves or living in trees (nice idea though) – No, I’m taking tangible business results. I’m talking about the consequences we suffer from an overly automated business relationship development.
Since 2003 I’m on LinkedIn, blog since 2005, tweet since 2007 and do this all while running a business as a CEO. I’m neither a blogger nor a twitterholic. But what I learned from the past experience of 5 years social media – businesses alienated their most important assets: CUSTOMERS – through total automation.
The day we may tell our family: “Sorry I can’t go on vacation but I outsourced my role as father and here is a friendly guy joining you…” that day I trust is the right time to outsource your customer engagement to call centers, automated voice systems, email blasts….
I’m the first to admit I’m as guilty as everybody else. The only difference, I had the opportunity to learn for the past 5 years how much different and at the same time more effective it is to stop automation and find smart ways to personally engage with an even larger number of people.
So under the new umbrella
I will continue to post about thoughts, experience and my vision on Social CRM, Social Relationship Management and Customer Experience.