Post Categories

    		•
    «  
      »

    Social Media & Customer Relationships

    The word “relationship” as it pertains to business-to-consumer dealings is often over-used and loosely interpreted. By definition, if someone purchases something from you, you have a relationship. Albeit, a business relationship.

    The way that many people use the word relationship in business today, and the 7 characteristics of a good relationship that Lee-Ann Bedford laid out in a recent blog post, speaks of a different sort of relationship. One that is more personal and patterned after the type of relationship that one might have with close friends and family. I am skeptical as to whether or not that can truly exist in a business relationship.

    Lee-Ann brings up the idea of mutual interests which I would rename “complimentary agendas”. In a business relationship, each side has at least one agenda. To make a profit, get the best price etc. In my most valued personal relationships, hidden agendas don’t exist. We simply “relate” to each other in ways that make being with or around each other worthwhile.

    In order to achieve this level of relationship between a customer and a business would require removing the agendas. It would have to start with relating to each other in a way that brings value to spending time with or conversing with that individual.

    That is where the true value in the social media sphere comes into play. By allowing individuals within organizations, and customers, and other consumers to engage in a dialogue and share ideas, stories and information that ultimately evolve into a deeper more meaningful relationship that may or may not lead to direct revenue.

    Building this type of relationship goes much deeper than remembering somebody’s name, what they bought last time and commenting on whether or not they are wearing a new outfit.  It requires transparency and a true desire to add value.

    What do you think?  Can this type of relationship really exist between organizations and consumers?

    • Share/Bookmark
    August 18th, 2009 | Tags: , | Category: Social Media Marketing, Social Networking, Web 2.0

    25 comments to Social Media & Customer Relationships

    Leave a Reply

     

     

     

    You can use these HTML tags

    <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>