Using Social Network to Nurture your Customer Base : The Case of Digsby, Flock and Evernote
September 22nd, 2008 | Posted in: ideas, reference, Web 2.0 | Created by: fajar-jasminIt has increasingly became apparent that social networks are here to stay. Granted, there are a lot of unsuccessful followers in the field, but the giants of social networks like Twitter and Facebook continue to stay abreast for the foreseeable future, come low or high tide.
What does it mean for a business owner like you ? In this post, I’m going to talk about three companies who use social network as a way to maintain close communication with their customer; and about my experience as their products’ user.
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First, some explanations are due. The three companies are :
1. Digsby
Digsby is a recently popular chat program that tries to incorporate all your usual chat platform in one software. They are aiming to be a swiss-army knife of instant-messenger applications, – so to speak. At the time of this blog posting, you can use it to chat with your Yahoo ID, MSN Live, GTalk, Facebook Chat, AIM, – and even updating your social networks status in Twitter, Facebook and Myspace. Their Twitter page can be viewed here.
2. Flock
Flock basically is a Firefox equipped with a custom-built add-ons, making it a browser where you can instantly get signed-in in your various social networks and engage in their activities. There is even a built-in blog editor where you can write a blog post without going to your blog platform website. For the newest version of Flock and its features, you can visit its website.
3. Evernote
If you are anything like me, you will feel the need of organizing various notes or snippets of text files that you jotted down whenever you think of something. Standard methods of filing in Windows folder just don’t seem to be enough as it can get wildly confusing after a couple of weeks or so. Here’s where Evernote figures. An organizer software where you can store practically anything, it will also give you a free online account ( with some limitations ) where you can back up your important notes. A couple of months ago, I wrote a short review of Evernote and what it can do that you can read here. Alternatively, you can visit their website.
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What those three otherwise-very-different companies have in common is : They all use Twitter to communicate with their users. By this I mean, they create a special Twitter account where they then use to scan various issues other users may have about their products; and replying whenever necessary.
Now, as a user of their products, I can think of at least 3 ( three ) reasons why I will continue to use their products. Bear with me as I get to the following points :
1. Because they are companies who care about their customers
Some of you may argue this point, stating that of course any company will care about its customers, that’s where the money comes from. Indeed. But a company who cares enough to dedicate time and ( in some cases ) a special staff to communicate with their customer using a supposedly-intangible media as Twitter ? I am impressed.
2. Because of the speed of their response
Let’s admit it. Complaining, – or even just asking, about a feature of a product you just recently acquired is most of the times frustrating. Those dreaded automated phone systems or faxing proof of purchase almost always spends more time than necessary. On the contrary, the three companies I mentioned respond to their users’ complaints and enquiries almost instantly, – sometimes even under a couple of minutes.
3. Because I am dealing with companies who update themselves on new developments of technology
To average people you meet in the streets, Web 2.0 raises more questions than it answers. This means that as a technology, it is still relatively new. Not in the term of age, mind you; but in the sense that more people don’t know about it than those who do. All it implies is that Digsby, Flock and Evernote are companies who make it a point to keep on updating themselves of new technology. I surely can’t complain about company who has that characteristics.
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Let’s stop here and consider my experience as the customer of the three companies and why I’ll be a repeat user of their products. Do you want a loyal, repeat customer who buys your product more than once ? How about five ? Or a hundred, even thousands of them ?
Depending on the nature of the business, now may be the right time to take a plunge to the lake of Social Networking. Sink or swim, it’s your choice…
