THE DREAM IN ACTION

“93 percent of Americans believe a company should have a presence in social media, while an overwhelming 85 percent believe a company should not only be present, but also interact with its consumers via social media.”

Comcast, the case study business for using social media, has done a wonderful job of creating a online presence by using Twitter to interact and answer questions from their customers. Social media today provides huge opportunities to win over customers by giving a company a personality and a presence by just being available. People don’t want to just buy a product and be done, people want service. People spend huge money on extended service plans and warranties for that continued contact after purchase.

The notion that the customer is always right now goes one step further: The customer must be the highest priority of any business and social media allows businesses to truly take advantage of that customer expectation. As web 1.0 or non-web companies begin to realized this and as the non-techy spends more and more of their time online the value of being available online will increase exponentially. This is a wake-up call to any slow adapting companies to react to this movement or be left in the dust  of more innovative competitors.

The quote above is from an article in the Boston Globe.