Communicator : Sign in & Like it.

Hi, today in our class, we talked about Communication, especially Good & Bad Communicators. 

We, may be everybody, know what are good and bad communications, however it is really difficult to deliberately do “good communicate” with others though. Perhaps, you probably come up with something like the most important and the very first step you need to do is ‘good listening'.

Everybody knows it, but nobody readily does it.

Good Listening (www.recruitingblogs.com)

Since our class name is "Business", so let's think about the conversation in business this time.

What if it’s in company? What if the company needs to communicate with customers? Then, what exactly could we try to make it work without any risk? Is ‘good listening’ still a good strategy for a company? If we are managers, then can we just keep calm and wait gently till the customers start a conversation with us? In front of  increasing competition? 

I'm afraid it might be not good enough with careful listening. I mean, we should go a step further to reach to our customers so as to know them as much detail as you want. This process is, in some way, like they would try to make a small talk. With this conversation which is customers wanted or not, some companies have been collecting their customers' information from the basic information such as address, age, occupation, etc. to the latest deal. 

For instance Amazon and Netflix, both use visitor’s past patterns which they viewed or bought before, therefore Amazon and Netflix can easily get a quite lot of information about their customers. So, whenever the customers surfing their website they often see the recommendations or suggestions from companies. And based on that information, such recommendations get more personal and individual to focus on each customer.

A part of Amazon.com website

By doing so, Amazon and Netflix find out what the customers wants and can form a solid customer relationships that earn some loyalty.

But let's just think about one thing, do you think the above is 100% sure? Do you think the customers become loyal only with being known about their interest? Is there any other way for companies to approach their customers to make them more loyal? 

SNSs (www.socialmediamom.com)

Do you know what's in this picture? Those ones which recently used, and most people would be addicted to all over the world.

Since a few years ago, we have been used to communicate with others through Social Network Service (SNS). So, some pioneer companies started to use SNS in their business to advertise their new product or to let people know about company’s story, for example, what the company is doing or wants to be known to public. And it also helps them to maintain their customers to stick with them, a.k.a. Post-purchase. Using SNS, companies can earn much more information than past. So, they have more time to put their onus on their customers than before.

But, the most powerful way, using this SNS, is letting people talk about your company themselves and letting them tune your company.

If you are interested in Smart Phone, you might know what ‘Samsung’ is.

Samsung's Facebook page

The world famous Korean electronics company is using SNS to advertise their products. Samsung even uses it having their customers feel that they’re talking with Samsung, friend to friend. So, if you may watch their tweet, video, or post, then you would probably feel you are much more familiar with Samsung. And sometimes you may be willing to share their story to your friends. Frequently Samsung hold an event to make their loyal customers spread out some story or ads which is absolutely good for them. You might know how powerful a short comment is if you have ever checked before you buy something via online mall.

Operating their Facebook page, Samsung also can get some actual information about their customer, reading their posts, what they did, what they really are interested in. Like above instance, SNS became a certain and relevant way to converse with customers to know about who their customers are or to know each other these days.