79% of global Fortune 100 use Twitter, Facebook, YouTube or corporate blogs to communicate with customers and stakeholders: Social Media Trend report

79% of global Fortune 100 use Twitter, Facebook, YouTube or corporate blogs to communicate with customers and stakeholders, this is absolutely astonishing. Corporate communication management with customers and stakeholders is changing. Voice of Customers is taking new shape, and obviously mailed-in-brochures or advertising leaflets are gone forever. Engaging in social media and interaction with customers is real time. Companies post and receive immediate and instantaneous input from their audience; the revenue generating channels. What could be better than this! Customers are the ones who pay their own money to get a reliable, durable and worth paying product, or sound service. They have the utmost right to be heard and their inputs considered or, at least, responded to.
As business environment and the whole world are rapidly changing, gone are the days when the communication was one way; from companies to customers. The way that companies were saying: ‘Look dude, this is our product, take it or leave it’. Just few years back, Apple iPhone debut challenged all major mobile manufacturers like Sony, Samsung and Motorola. In fact, in recent report published by Mashable; the social media site; shows how the iPhone market segmentation is growing, and threatening those of RIM Blackberry and Nokia. Microsoft Windows Mobile-enabled sets are largely impacted by such growth of its rivals. What else could Apple did wonderfully other than listening and better understanding its customers! Controversial, I know!
I wish more companies in the region embarks into more effectiveness in customers communication, and engagement with Social Media is absolute inextricability nowadays.
Read the full report on Social Media Trends at the Fortune 100 at Mashable here.
Cheers!
Mouaz Aref Al-Zayyat

Listen To Competitors Not Customers : Another perspective

Adam Hartung produced an interesting; yet controversial piece for leaders. For decades, mottos as ‘customer is always right’, ‘ follow the customer’ and similar practices and focus on voices of customers overwhelmed managers, leaders and products innovators and designers. Companies used to continually listen to customers, alter their processes, add extra features or produce new model based on customers feedback. Marketing managers excelled in investigating means to collect, analyze, synthesize and transform customers’ inputs and feedbacks to workable products or services. Hartung is providing different perspective! Leaders have to listen to their competitors, or actually, observe and monitor their competitors moves. Though I do see this as a new management trend or marketing shift, I tend to feel that; for the last decade, corporations innovation and change management programmes got twisted and diverted from reality; a cycle of hype overwhelmed blindly executives and diverted their efforts. I tend to relate these failures Hartung indicated to a more organizational-related problem rather than understanding competitors moves.