Thumbs Up to Online Social Media

So many people and businesses are online now that it is difficult to deny the internet as a tool for marketing and improving a company or brand.  Social CRM has become a very important tool for companies, especially the advertising department and the customer service department.  According to a recent article issued by Joe Shepley, social CRM can improve customer service dramatically.  When a person runs into problems with a company such as a bank, department store, or phone company, they oftentimes vent about it online in their Facebook status or tweets on Twitter.  This reminds me of the saying 'when you're satisfied with a product you tell 3 friends, but when you're dissatisfied, you tell 20 friends.'  This spreads like wildfire and before you know it, you refuse to become a loyal customer because of something you have heard about a company.

Shepley's article explains how companies should use the internet in order to find negative and positive comments about them.  They need to find relevant information posted on the internet about their company by using standards-based search and aggregation technology.  Next they evaluate the comments they have found and thank the customer if it was a positive remark.  If it was a negative comment, the company needs to evaluate the problem and try to resolve the issue.  In this respect, social networks have both positive and negative impacts on companies.  If companies invest more money into customer relations, it could help improve their relationships with their current customers and rope in new ones, while improving their mistakes and ensuring that they do not continue to occur.

On another note, I have noticed that a lot more commercials are now telling people to follow them on Twitter or Facebook.  The most recent commercial I have seen is the 'I Choose Smirnoff.'  At the end they tell people to go 'Declare your passion for the vodka that wins on taste and join the movement' by following them on Facebook.  Hmmm interesting.  I snooped around the Facebook page and one of the tabs is for a special offer for $5 off! BUT you have to 'Like' them first.  The 'Like' button is a great way for companies and brands to get their name out there.  I browsed through some other pages for actors, companies, and movies.  It is a smart idea because the advertising is free and people can 'Like' the pages.  After liking the pages, their friends can see them and if they're curious, they can also click on the pages to view them.

Nowadays, as you browse through YouTube, blogs, online newspapers, and other social media websites, they give you the option to 'Like' them, follow them on Twitter, or email it to a friend.  It's pretty savvy and another great way to advertise a business!  All I have to do is give a thumbs up and everything is great.  However, where's the dislike button?  Pretty soon, this will be available and companies will have to figure out another obstacle to get around.  Until that day comes, companies better watch out and improve their customer service so they won't have to worry about a thumbs down!

Insane in the Brain!

Whenever I hear about new technological advances, I always think about George Orwell's book, "1984."  Is Big Brother watching us?  Or only the marketing researchers?

Neuromarketing is a type of marketing where companies test brain waves by using EEG sensors and eye-tracking devices to see what attracts a consumer when they are watching TV or walking around a store.  According to a recent article in the New York Times by Natasha Singer, many well known companies have used neuromarketing in order to learn what their consumers want.  In this respect, companies can target their specific market with individual needs and wants so they can be more accurate and not waste advertising space with unnecessary items.  It saves the consumer time, and the company money.

Why can't I just buy what I want/need?  Why do I need companies going inside my brain to pick out what they think I might like?  Granted, marketing firms try to make money by selling this information to big named companies, but at the same time, I don't really want people creeping around inside my brain.  Isn't it pretty much a violation to my privacy?  Everyone has their secret little pleasures that they don't want people to know about.  I mean, when I walk down the grocery aisle my brain waves go crazy when I look at peanut butter.  Do the marketing people really need to know this?  Well, maybe this way they would stock up with bigger containers of JIF.

However positive this may appear at the current moment, this seems like it will lead to more companies trying to get deeper into the consumer's brains and eventually invade their privacy and turn them into machines, where they produce what they think we want and need.  I think Cypress Hill did a great job summing it up in a few words, "Crazy insane, got no brain/Insane in da membrane."