It would be incorrect to say that there is a new type of customer out there. In reality, they are the same customers, they’re just consuming their data and information in a different manner. They’ve gone social.
This shift has forced businesses to approach their customers in different ways. The message has been replaced by the conversation. The methods of communication have morphed from a simple line to a convoluted mess of back and forth interactions. The way that businesses perform customer relationship management has spun on its head.
This graphic by our friends at GetSatisfaction brings it all together for us in an easy-to-follow visualization.
Click image to enlarge.