The Care and Keeping of Customers

In any business (from SCDP to amazon.com), one of the most important things to remember is the customer comes first. In a standard business when the customer has an issue, they either tell you to your face, leave a voice mail or perhaps fill out a comment card.


But in the ever evolving world of E-commerce, the tools at the consumer’s disposal are a little different. No face to face, no talking at all really. Email and commenting are the way of the future: so what’s the best way to regulate and respond to these in a timely manner?


With the help of HootSuite a company or a person can enter their twitter, facebook, 4square, etc. and monitor what people are saying about it. HootSuite allows you to manage multiple social identities and accounts, receive optional background notifications for updates, and create custom views for tags and searches.


Consumers expect you to prove your value to them before they buy your product. You can do this by creating focused, interesting, useful content that you know will be important to the people involved with your target market. But why spend time creating great content if you aren’t going to spend time pruning your customers response?


No matter what you choose, connecting to your customers is key. It doesn’t matter how you respond to them, as long as you do. Make sure they are heard by you, or else they won’t want to be heard by you, thus you lose them as a customer.

How do you think Don and the gang would deal with the new ways of doing business? I can only imagine Drapers foursquare. Checked in at home, at Midges, at Bobby Barrrets, at the Bar. Don Draper would deffinatly be the major of at least 10 bars and a few Hilton's. Isn't it great to imagine how these characters we've come to love would function in modern society?