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The Social Customer: 7 Key Lessons Learned (Graham Brown)
- GrahamDBrownwww.MobileYouth.org (c) smanography 7 KEY lessons learned The Social Customer from 20 years in the field
- I’ve been studying consumer behavior since the mid 90s. Here’s are my 7 Key Lessons learned about the Social Customer from those 20 years Graham Brown digital anthroplogist
- (c) flickr superman_ha_muerto GrahamDBrownwww.MobileYouth.org People are governed by Social Motivations not Social Media 1
- (c) flickr robert couse-baker GrahamDBrownwww.MobileYouth.org All behavior is shaped by 2 The Social Code
- (c) pedrosimoes7 GrahamDBrownwww.MobileYouth.org 90% of Communication is Passive 3
- (c) flickr daverugby83 Offline is more important than online4 GrahamDBrownwww.MobileYouth.org
- More Relationships not More Efficiency 5 GrahamDBrownwww.MobileYouth.org We want
- (c) flickr htakahashi Everything 6 GrahamDBrownwww.MobileYouth.org is a social tool
- (c) flickr bistrosavage The MORE You Track The LESS you understand7 GrahamDBrownwww.MobileYouth.org
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What I meant was that while trackable data is useful it doesn't give you real empathic understanding of the customer. What really matters is the stuff that can't be tracked e.g. emotion and this can only be understood by breaking down the walls and getting staff out there at the frontline, empathizing with customers in their natural environments. GB