Recently someone asked me to see if I could respond to the question, “How has social media changed my life?” I didn’t take a long time to think about it because the answer was immediately obvious as I looked around my new life, my job, my friends and I realized that social media changed it entirely.
When I was starting out in my career I purposely approached it from the stance of generalist – try lots of different things and build a skill set that transcends a particular industry. Over the past years I have done a lot of jobs but when I was job hunting back in 2008 I decided to deconstruct what I had done to figure out what I really loved in the jobs I had done so that I could find the one I really wanted next.
What I found was that I loved the customer relationship and managing customer experiences to develop happy and satisfied customers (and keep them). Three years ago when I started at Visible as an Account Manager I found the opportunity to do just that. Since then I have also been able to help my customers do the same for their customers, because of social media.
The emergent practice of social servicing – customer experience development and customer service via social media, may be the coolest thing I have ever had the opportunity to be part of. I have been able to work with some of the largest brands in the world, award winners for their own customer servicing programs, in developing customer service programs on Twitter, Facebook and more. These companies have created a whole new way to reach their customers and to create a more robust and deep connection with their customers. Social media has allowed brands, regardless of size, to find new customers and to enhance the relationship they have with existing ones. Social media has allowed customers to “talk” to the biggest brands in the world and, for many of us, social media is a great equalizer. We’re all customers, we’re all a voice, and now companies get the chance to listen to and talk to their customers wherever they are, whoever they are.
Social media has become a way for companies to build stronger customer relationships and develop and enrich their customer experiences. I get to be part of that which for me is what I love most. Social media has made that possible.
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