Discussion 1 – CEM Systems Integration
Based on your reading of Chapters 13, 14, 15, & 16 of the text including the “Unit Four Closing Case Two” entitled Social Networking, discuss how social media sites can be used by a virtual enterprise to enable C-Commerce processes to “hear” the Voice of the Customer. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.
C-Commerces are able to gather tons of valuable data from Social Networking sites. C-Commerces understand that their best “sales man” are the people you know and network with. C-Commerces also are able to track and monitor social networking sites to gather data on their customers. Businesses are now creating accounts on the networking sites in order to instantly reach customers and let them know about promotions/sales and new items. This also allows business to get instant feedback and what the customer thinks about their products. The old way of getting a customer feedback was to offer them some type of coupon on the bottom of their receipt if they complete a survey. This can be expensive and can lead to customers rushing through, which will provide bad data. Social networking sites provide businesses with a better and faster way to hear the customers. Networking sites created a platform for users to have their voice hear and share information with people which can be seen with all their friends “following” them.
Closing Case Two provide great information on Social Working companies but was written but is a little outdated. From my personal experience I find Myspace to irrelevant in the social media world, im not sure I know any one that uses the site. Also 2 major companies are not listed Snapchat and Twitter. Both allow business connect directly to customers.
From personal experience I think Facebook does the best job with connecting customers to businesses. Many shopping site let shopper’s login using your Facebook account, which helps eliminate the need to try to remember tons of user names and passwords. Facebook also allows you to “check in” letting your network friends know where you are. A few times I have seen my Facebook friends “checking in” to a restaurant that I like but haven’t been to in a while. It made me crave it and I went to the restaurant within a week of seeing the post. In other cases I have avoided spending money on cretin businesses due to the negative reviews that my network friends have gave on a business.
Discussion 2 – CEM Performance Management
Based on your reading of Chapters 13, 14, 15, & 16 of the text including the “Unit Four Closing Case Two” entitled Social Networking, discuss how social media sites can deliver competitive value as measured in terms of a C-Commerce balanced scorecard including ROI. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.
Closing case two highlights on the amount of money social media sites are generating. The potential for growth is endless which is why it attracts so many users and businesses. If businesses want to stay competitive they need to apart of a social network. Social media sites are the new and improved “Yellow Pages”. If you need to know about a company you can check out their page or “follow” them. Part of a balance score card is finding the best way to appear to customers. Social media sites give businesses the platform to directly connect with users and make a user feel like they are a part of a business. With these platforms businesses are able to get closer to customers; it can help them find out areas of improvements a lot faster than traditional ways. From personal experience the closer I feel to a company the more loyalty I have to the brand, and the more I distrust a company the more likely I am to not be loyal. For example I do not trust department stores right now (sears, JC Penny’, Macys..). I never know if im getting a good deal. It seems like I buy an item because I think the sale is really good, and then 2 weeks later there is an even better sale. This is a major reason I have no loyalty to a single department stores.