The Bad News – Your Clients are Already Empowered - To Leave You
If you are a freelancer, consultant, contractor or micro / small business owner working in the contemporary marketplace, social media can greatly influence your client / customer interaction with you.
The changing influence and shifts in mobile devices, social technologies, pervasive video and cloud computing enables a more intelligent, influential and empowered customer. The relatively new phrase “customer experience” is just a rebranding of what used to be called “customer satisfaction”. Many of your clients / customers are now empowered to use and leverage social technologies.
Thanks to social media, customers have access to information developed and distributed by your employees, your other customers, business partners, competitors, supply chain vendors and anyone else who may interact with your company, your products / services or your employees.
Online customer support forums can even include live online discussions (by text or VoIP) with support staff as well as interactive chats with fellow customers. If your customers are not satisfied, they tweet or Facebook immediately.
Why is the appeal created by this change so strong? It should not come as a surprise; in essence it is just a contemporary way to fulfil an age-old need – everyone wants to be heard and to be valued. The trick is to not be left behind. If you are not addressing this change in how people find services, your clients / customers are being dragged away from you by your competition.