Customer Experience–Can it be Directed from the Social Media Side (Silo) of the Business?

No more than it can be completely directed by a marketing or PR professional. So, who should be the Director of Customer Experience? Let’s start off by examining what makes up customer experience, then it will be easy to see what skills are going to be required.

• The warm and fuzzy feeling that someone is listening to you

• The instant gratification of having your single tweet out of 5 billion responded to by someone you now have a superficially deep relationship with

• A sense of loyalty that you were offered a 5% discount on your next purchase over $10,000

• A sense of amazement that there are no more silos in your life, you will be able to carry on your complete relationship on Twitter, from learning about new products, to peer collaboration, to price negotiation, placing an order all the way to bitching about a warranty issue

There must be a gene floating around the pool that really, really believes this stuff. Fear not, however, as there is therapy for it; although you won’t like the results…