Email or social media: empathy and listening are key in customer service

Joseph jaffe the customer service manifesto Recently I wrote about Joseph Jaffe’s Customer Service Manifesto. Now, Joseph doesn’t mean customer service as most of us interprete it (problem solving, etc.). However, in this post I will use the term in its more traditional sense.

Today we are using all possible channels to provide customer service to our customers. As I wrote earlier, people demand 24/24 and 7/7.

And I don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest, I personally find this rather sad.

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Social media marketing is not a replacement for other forms of marketing

Relationshipmarketing When talking about social media marketing, many people look at the social media themselves, focus on the seemingly endless opportunities of social media marketing and forget the global picture.

Many people also seem to look at social media marketing as a replacement of other forms of marketing.

That is one of the reasons why I don’t want this blog to become known as some social media marketing hype kind of thing but why I try to focus as much as I can on the integration of social media marketing with other forms of marketing (like email marketing) and on the cross-fertilization that social media marketing enables when you use social media the right way and in the right phases of the customer life cycle.

Yes, in social media marketing, people (customers, prospects, partners, fans,…) are key and relationships are crucial but this does not mean that social media marketing is some kind of relationship marketing 2.0.

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