Posted on : 17-06-2009 | By : Frank Eliason | In : Business, Social Media
Tags: Customer Service, Marketing, PR, Social Media
It seems to me that the word converging is used to describe so much that is happening right now. At Comcast we have used it to describe the combining the way people use products like phone, internet and TV. But in general we hear it throughout business, especially when we hear about mergers or new partnerships. We also hear about it in politics, global news and within social media.
A little over a year ago I told a large group of PR people that the best thing about me is that I was not one of them. This was not done in a negative way, but used to point out that people within social media do not like to have spin or the corporate line. They prefer dialogue. Of course I was wrong, and I have grown a lot since that time. I have learned that we are in a converging world. PR and Customer Service have a lot in common. Ultimately good service is good PR.
Last night I received a phone call from a head hunter (probably not a politically correct term, should probably say executive recruiter or something like that). That was not the first time, but what was interesting was the position was a leader in marketing for a major company. I am sure I know many people that would be good for the role, but what really shocked me was how I have accomplished many of the goals in a very short time. How can that be? I have never been in marketing. As I say all the time “I am a simple Customer Service guy.” I guess nothing is simple in today’s world. Things are changing including the approach to marketing and the shift to conversational marketing. This is the first time that I could really touch it in a quantifiable way. My eyes continue to be opened wider each day.
In this online world, it is about dialogue, not dictating the conversation. It is not about spin but listening and asking questions. These are both common in good Customer Service experiences. Worlds are converging everywhere and the real winner is the Customer.