Digital engagement: Hooking into the social media communication channel
Categories:
Social Media
Tags:
call centres,
customer service,
PR,
Twitter
Digital engagement is about connecting with people on the digital channels that they are using anyway. In this TV show Lennert De Jong of CitizenM discusses using social media as a platform for better customer relations.
Digital engagement VS call centres
First of all, we don’t see really social media as a thing it’s a reflection of how well you do. It’s a channel. You know people can pick up the telephone or they put it on Twitter, I do it myself every day. If I want to communicate with my cable company at home I need to wait for a call centre, 29 people in front of me, I go on
Twitter, because I don’t first of all need to wait, and they come back to me and take it a bit more serious. So we realise we always perform with the curtains open and that’s what Social Media is about. It’s a channel so you need to listen to it, you need to take it serious and it’s not just, you know, we don’t have PR people dealing with social media, we have real people dealing with real people through different channels.
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