Social definitely allows the customer a wider reach; but great companies will be looking after the customers anyway, long before social media made a bigger impact.

Thanks for continuing the conversation, appreciate it.

Agreed, I think Frank was speaking from a certain perspective; he’s done amazing things for Comcast’s reputation and so it makes sense to come from the customer angle.

It’s definitely one of the things that many companies aren’t understanding well (or they are, and it’s scaring them). Yet the alternative is simple – evolve or die. Or at the very least, become less relevant as your competitors evolve.

Cheers for dropping by Dave (and subscribing too – double bonus!)

It’s a UK thing (maybe even a Scottish thing) for nub.

Thanks for starting the conversation, fella.

I actually agree with you, fella

It’s perhaps my fault for not making it clearer in the post. Customers are definitely a huge part of the “pie”, yet at the same time we shouldn’t get “sucked in” (for want of a better word) to many mindsets that they’re the most important.

They definitely affect a company’s success, and they can make or break campaigns (check the Nissan Cube social media gambit for an example). Yet poor strategic planning, lack of QA, shoddy creative briefs, weak management and leadership – they have as much an impact on success as customers. After all, these are the types of bad examples that offer customers the reason to take to the space in the way they have.

Get the food right and the diners may have less to complain about.

Cheers for your thoughts, mate, always a pleasure.

Oh, and yes, a more holistic view is important. In fact, I think it’s essential. I don’t believe for a second that Frank really thinks that it’s only about the customer, though – that’s just a catchy soundbite.

With that said, the reality is that social media really has given customers the potential to have a louder voice than ever (well, since the advent of mass media, anyway) and that really is a crucial point for companies operating in this space.
.-= Dave Fleet´s most recent blog post …Avoiding Social Media’s Own “Ad Equivalency Value” =-.

It’s also intriguing you write “there’s the nub” when I think you mean “there’s the rub.”
.-= Ari Herzog´s most recent blog post …Reflecting on My Twitter Sabbatical, 1 Week In =-.

Thanks for making the point that social media is not only about the customer’s perspective. While it is very true that the customer now has more imput and influence over the customer/company relationship, due to the speed and ease that information flows across social media channels, it is still only one part of the relationship. In my opinion, it is about a meeting of the minds between customer and company values. And this doesn’t even take into account the value that social media can bring other relationship and ecosystem stakeholders such as vendors, partners, affiliates, distribution channels, and developers.

My conversation with Frank came after a his tweet that social media starts with listening. While listening may be the first “active step” a corporation takes, I think the process should start with identifying company values and objectives in the face of the “new normal”. Or at least re-evaluating your existing values in respect to recent changes in the business world brought about by social media.
.-= Andrew Mueller´s most recent blog post …Social Media and SEO – Have you got them working together? =-.