Joining the dots between WOM and WOW (Word of Web) using social media marketing

Just on the train heading into London for tonights #140conf London meetup themed ”How real time web is facilitating offline interactivity’

It doesn’t take a rocket scientist to understand that communicating online using social networking platforms and tools can be a ‘cost effective’ (subjective I know…) alternative to its historical big brother.

But what’s even more interesting for me is the corporate mind shift that wants to incorporate customer service into the bigger picture of marketing…!

Don’t get me wrong, I think customer service is the ‘new marketing’ but traditionally comms/marketing and sevice were at opposite ends: marketing and communications, for the most part, were produced from an inside-out perspective (messages were created inside the company and got pushed out); whilst service almost always was viewed as an outside-in perspective (customers telephoned, emailed the company for the reason they had)

But If customer service is merging with engagement marketing efforts then who actually owns ‘customer service’ now?And is this at last a sign that board level members are beginning to understand that ‘customer service’ engagement should be a ‘top agenda’ subject?

Let’s hope so

Really looking forward to tonight and what questions the 140conf gang throw at the panel

If you can’t make it tonight then you can always take part using the following hashtag on Twitter #140conf_LDN

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