The Semacraft Blog

I heard this statement recently. “The first level of care is showing interest“. Ergo the first step for a business providing online customer care is to show interest in its customers. The very first way a brand can show interest in its customers is by showing interest in the ideas it’s customers are talking about. What does this look like? Responding to comments on your blog, responding to tweets, providing input on industry discussion lists, reaching out to grieved clients via email…get the picture? But that’s only the beginning.

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Customers are having authentic and meaningful conversations with each other, in spite of the ambient noise and the ever increasing signal to noise ratio. Staff are having authentic and meaningful conversations with each other too via the intranet, instant messaging and post-it notes. Customers are staff and staff are customers. The wall that separated them is subverted by the click of the mouse.

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As a follow-up to our post on what to do when your profiles are hijacked, we were working on a post about surviving social media disasters.

And then we saw this article on Mashable. Go ahead, click here to read it. We couldn’t have said it better 🙂

Those living at the bottom of the pyramid represent the single largest people group in the world. Businesses that successfully innovate services and products for this space often find success.

Semacraft is hosting a workshop in Nairobi on September 4th on ‘How to Innovate Mobile Services for the ‘Bottom of the Pyramid‘.

Listening and engagement. Very common terms in the ‘sociosphere’. We may have gotten listening right for the most part but engagement still has a ways to go. Unlike listening, real engagement seems to mean different things to different people making measurement all that more difficult. And probably futile. I do stand to be corrected on that though.

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