Megan West(erby)

"What so many social media experts make the mistake of doing, is thinking that it’s the stuff round the edges that makes the difference and that simply responding to negative customer experiences with a speedy Tweet, or jolly little video, is enough. But unless you’re prepared to perform root and branch surgery on the way that your company works, and put the customer at the heart of everything that you do, it won’t make a difference as you’ll always be fighting fires (admittedly whilst winning plaudits from social media experts in the process)."

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Stop Saying Sorry, Start Getting Really Social

The underlying implication that the social media world world is primarily made up of customers and companies is exactly what annoys me about most social media examples. It’s always that or how established pop culture artists should adapt, to keep their fanbase. Money underlies both of those types of examples. There’s no guaranteed cash cow for the internet.

10 August 2009 ·