I have been fascinated by the rise of sites like GetSatisfaction. They use community, reputation and social media to help businesses transform their customer service. In many ways, it’s a little like crowdsourcing your customer engagement – and to be honest – I am surprised not to see more businesses using this approach.
But what does it look like in reality?
This infographic from the GetSatisfaction team shows – particularly from a customer service point of view – how putting a bit of social connectivity into the CRM mix can change how you engage with those valuable peeps – your customers.
Now, for my money, this is just one flavour of Social CRM, but it certainly rings true for GetSatisfaction. But what about your business? Is there a social dimension that you are tapping into? Is this something you are considering for 2011? I have a feeling you want to get on the front foot with your strategic social media thinking sooner rather than later.