Matrix: The Four Social Support Strategies
At the Altimeter Group, I cover Customer Strategy, which encompasses not only marketing, but also support, expect our discussion to grow as social technologies impact the whole enterprise. The Social Support movement is afoot (see opportunities), and more companies will be connecting existing marketing and support systems with the social web. Many companies, like Comcast, Wells Fargo, Intel, BestBuy, JetBLue are responding to customers and in some cases, supporting them in near real time. The challenge is that these teams are unable to scale, even a support team of ten full time folks at Comcast will have a hard time responding to all customers in all social channels. As a result, expect companies to resort to scalable ways to respond … Continue readingMatrix: The Four Social Support Strategies