Mar 26, 2013

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Creating Customer Experience Through Social Media Innovation Innovation in business tends to be seen as relating to the product or service. Now of course new products are vital but when it comes to social media, the business opportunity is even greater... In social media marketing it is not just about innovations in technology, it is also about innovation in the website content. We are human and we can be blown away with all the innovations from a technology perspective....and ignore a vital element of the customer experience. "Content is what will engage the customer" Too often in social media we fail to have a content strategy that looks at the social media prism of innovation. A prism in optics is defined as a "transparent object..triangular withrefracting surfaces at an acute angle with each other and that separates white light into a spectrum of colors." Social media marketing is about creating that spectrum of colours to your customers and that spectrum is created through creative thinking across the following areas Content, content, content - this is the lifeblood...the air that your customers read. So if it isn't valueable to their lives...it won't matter about the delivery mechanism. Social Delivery mechanism - how does your market consume content? How can you design a delivery that meets your consumers needs? Social Technology - how can technology help you achieve the top two items...this is the enabler of a great customer experience NOT the customer experience in itself. Related articles Social Business Trend for Next Decade The Social Bill of Rights - Free Download Five-Step Social Media Marketing Plan 5 Common Mistakes with Social Media Why Social Media Works for Small Business

Anna Farmery

Social Marketing Architect, Speaker, Author and in spare time completing PhD on the future of the social business model

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