It’s terrific so many businesses are starting to realize there are real people out there using their products and services. And while “community” and “social media” are this year’s buzzwords, some folks still aren’t quite getting it. Even though it’s all about “community” nowadays, doesn’t mean a business should treat folks as a collective or demograhic.
Most customer service or marketing teams treat users or consumers as a whole and solve problems based on averages and groups. It’s frustrating to know the people who we’re trusting for support are reading from a script or have a canned response. Though we’re building communities, each member of that community is an individual and should be treated as such. Toss the the script out and go with your gut, people will trust you more.
