Social Media is not the answer

OK… maybe the title of this post is pejorative on Social Media Day.  I’ll admit Social Media is part of the answer, but let’s look at some basic facts to consider:

1. 90% of word of mouth is offline
2. You have no control what people say about you, you only have control over how you make them feel
3. The ‘me’ in social media is about the me in customer, not the business

You need to be talkable as a business

I’m not a big fan of Bonnie Raitt (in fact I generally loathe only two types of music . . . ‘country and western’). That said, her song, “Let’s give’em something to talk about” speaks volumes about the importance of customer experience (cx).  CX is the igniter of social media.

Using a little artistic license (apologies Bonnie) on the song lyrics:

Let’s give them something to talk about

A little lagniappe as they wonder out

Let’s give them something to talk, blog, Facebook and tweet about

Do you agree?