https://blog.red7.com/companies-must-go-where-their-customers-are/ Communicating in a networked world Wed, 08 Feb 2017 21:32:06 +0000 hourly 1 https://wordpress.org/?v=6.9.4 https://blog.red7.com/companies-must-go-where-their-customers-are/#comment-110 Fri, 31 Jul 2009 00:32:23 +0000 http://sky.dlfound.org/?p=1825#comment-110 Social media is definitely challenging companies to rethink their traditional paradigms and processes. In terms of customer service what I am seeing in my work at Carphone Warehouse through the use of Twitter to provide customer service (@guyatcarphone) is the gradual proliferation of customer-to-customer self-help networks, that is beginning to erode the edges of a traditional form of customer service provided by the company itself. People are helping each other and will increasingly bypass the need for any company engagement with the exception most probably of billing/account related issues. The challenge for companies such as CPW is how to be part of this new paradigm.

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