Dave Armano has another corking post at Logic + Emotion
He describes the growing impact of quality real-live human interactions as effective marketing in mediums such as twitter.
One line really rang my bells:
"We’ve become so starved for authentic live human contact that when it’s offered up to us we are all too happy to rejoice and tell the world."I commented on Dave's blog, but I wanted to expland a little here.
Real live human one-to-one (or many-to-many in a community setting) interaction has a really positive impact on us. And then we take that and have really positive impacts on each other (we do the marketing). Just look at my experience with Qik for example.
This need for the human voice and human interaction is often kind of understood by senior company types. But the response I most often hear is:
"But how can we afford to have all the people this would take?"That kind of misses the point. It assumes you have to have specialised team who 'do' customer service.
But human interaction is much more than customer service. Human interaction should be what we all do. Hell, it IS what we all do.
So instead of thinking about the cost of additional people in additional new silos, think about unleashing the staff - the humans - you already have.