Marketing 0

Technology Can Be Social
Social media have changed customer attitudes and expectations
toward businesses. Most customers believe their social networks are
more than advertising and expert opinions. Buying decisions are now
driven not only by individual preference but also by a desire for
social conformity. Social media also raise expectations. Customers
require access to social customer care and demand instant responses.
Humans are social, but social media have taken our social tendencies
a step further.
In Marketing 5.0, companies need to respond to this by adopting
social technologies in their customer-facing and back-end processes.
The most popular frontline application is for social customer care,
providing an alternative communication channel for customer
interaction. For internal use, companies may adopt social tools to
facilitate employee communications, enable knowledge sharing, and
foster collaboration.

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Technologies are more desirable when they enable and promote
social connections. Creating social media channels is a start, but it
should not stop there. AI allows companies to dive into and make
sense of these social connection data. This deep learning uncovers
insights on how to craft the right message and influence behaviors of
the people in social networks.