Employees and even executives sometimes start to think about their customers with an “us vs. them” mentality, particularly in times of stress—during, say, the busy holiday season or when a customer has a complaint. That’s a dangerous mindset, especially if it becomes habitual.
Competitive advantage these days demands customer-centricity. The more customers your organizations can engage meaningfully—especially those who care enough to tell you how to do things better—the better off you’ll be.
Social media, where you can see eye to eye and develop interactive relationships, is a terrific venue for doing that. And if you use it not just to engage but also to empower, you’ll transform a customer from someone who likes your product to someone who feels like a part of your product.
Continue reading here.