Comments on: Is the Promise of Social Media Enough? What About ROI? http://crmweblog.crmmastery.com/2009/11/is-the-promise-of-social-media-enough-what-about-roi/ CRM Best Practice and Industry News Tue, 01 Feb 2011 09:22:50 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: Misae Richwoods http://crmweblog.crmmastery.com/2009/11/is-the-promise-of-social-media-enough-what-about-roi/comment-page-1/#comment-5850 Misae Richwoods Tue, 10 Nov 2009 17:21:16 +0000 http://crmweblog.crmmastery.com/?p=1752#comment-5850 I'm not convinced that Customer Service is a science, whether done traditionally or digitally. I am convinced that not talking to customers when they are talking to you is a clearly defined failure. I suspect the sooner we realise Social Media is more about an extension of the human voice than simply a digital marketing channel, that we'll see progress. Expecting it to metric out "because other online services like Google AdWords do" is simply nonsense. I’m not convinced that Customer Service is a science, whether done traditionally or digitally.

I am convinced that not talking to customers when they are talking to you is a clearly defined failure.

I suspect the sooner we realise Social Media is more about an extension of the human voice than simply a digital marketing channel, that we’ll see progress. Expecting it to metric out “because other online services like Google AdWords do” is simply nonsense.

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