The Social Customer

Yesterday, I had the pleasure of speaking to a group of communicators at a large company headquarters here in Des Moines. They were taking time out of their busy schedules, as all good communicators should, to learn new things.

At the beginning of each of my presentations, I almost sheepishly try to explain my social media habits to people. To those who don't spend a lot of time with social media, I may seem like sort of a freak. I do everything online. Nearly all of my daily information needs are met by Twitter. I check Facebook while my coffee is brewing in the morning. I found out Michael Jackson was dead from a post on FriendFeed.

Today, as I was (of course!) perusing my favorite social media sites, I ran across a new term. It was, "The Social Customer." THAT'S ME!!! Finally, someone understands me and how I operate, and has even made a nice powerpoint explaining me to the finest detail. I must say, having never met me, they were remarkably accurate. But here's the rub. It isn't about me, it's about millions of people like me. 

The Social Customer

I found page two of this presentation to be most helpful. It lists the attributes of the social customer. I can really relate to these! Yes! Someone is listening to us!! Here they are:

• Has a lot to say (raising hand...)
• Is hyper-connnected (via phone, email you name it)
• Is creative and collaborative
• Expects to be able to customize products (this one is a little off)
• Critical of claims by brands (Hello, Dell.)
• Influenced by brands and people like her

That do you think? Are you a social customer? Do you want to be segregated and treated differently? Would love to hear your comments.

Comments

[Ellen Held]

I definitely think it's smart targeting these people differently. They consume differently than others and deserve to be tailored to as their own segment!

[Andrew B. Clark]

GREAT Post, Claire!

Suddenly retailers and marketer (me included) are challenged to think about the customer in real time. Traditionally it's been "We did research that tells us XYZ..." but now the return on brand input is (almost) instant.

We (the consumer) is being given more power over brands and the way they are presented to us in the marketplace. The companies and marketers (including me) that don't stay current and stay engaged enough to respond to the demands will soon find themselves alone and wondering why...

Thanks for the great info!

Keep Cooking! (Whatever you want, as long as it's yours!)
Andrew B. Clark
The Brand Chef

[Laurenamcmullen]

I love this post Claire. You are so right it describes us social media junkies to a T!

The businesses that pay attention should be very successful

Lauren McMullen
Social Media Specialist