By the definition of communication, it's the imparting or exchanging of information or news. The picture I post here is a perfect explanation for a meaning of communication. It's included both listening and speaking. Any two-way communication that has immediate feedback is considered interpersonal communication.
About 5-10 years ago, almost everyone faced an unpleasant experience to contact the big companies when you needed help or problems with their products or services. I personally don't like to call a customer service with 1800 numbers since it always brings me to listen to a robot talking to me. I need to speak with a real person who understands my problems and helps me to solve it right away.
Thanks for social media nowadays! It helps customers express their needs or problems directly to businesses. It doesn't only benefit for customers but businesses would take advantages of comments and feedbacks as survey and research tools since feedback is the type of communication that helps people understand how well they have done something and how to improve. Amazon is a good example for business endeavors including a great customer service.
As a business owner, I have a good experience using social media with Facebook and Yelp. Yelp is a huge platform of "word of mouth" marketing. The reason why I have 5 stars reviews on Yelp is that I know social media would hurt my business if I don't do my jobs correctly. So this is a good thing of social media that somehow forces businesses to do better jobs if they want to avoid negative reviews. 👍👎
Customer is now beyond king! The power is in customer's hands, fingertips, and keyboards. Isn't it scary for a business?
That is SO true that we need to LISTEN as much as we talk! True caring for others (our customers) goes a long, long way. I read your Yelp review last week and it was outstanding! I also love that you mention being able to use feedback for research to better understand your company! Super smart!
ReplyDeleteThanks, Jennifer! Human being has a tendency to talk more than listen (me too!). Let me know if you're interested in taking a class with me..LOL
DeleteHi Krong! Nice to see you are still out here making us hungry with your menu:) You really made some valid points about communication. It is true when calling a robot or the customer service number can be so impersonal and my issue may not fall into the automated category. Social media accountability does raise the bar for businesses. Well said!
ReplyDeleteMost definitely scary for a business!!! At least a business that doesn't do what they say. A good business will do great for a reason and get good reviews. I agree with you Krong about how social media is way better than the phone and faster. Saves the business and consumer time and gets faster results.
ReplyDeleteKrong,
ReplyDeleteExcellent blog! Very detailed and informative. I like your picture and agree with your perspective. I like your phrase "The power is in customer's hands, fingerprints, and keywords". very true!
Yes, definitely it is scary- how much power a customer has over a business. The online world is fascinating and very convenient. However, customers words can harm a business for a minor mistake a business employee might have made.
Have a fabulous week!
Jasmin