The TED (Technology, Entertainment, Design)  Conferences are where the world’s leading thinkers and doers gather to share ideas worth spreading. The speeches are on line and free to view. They look forward, at trends in technology, entertainment and design, and the implications for  business, academia and governments.

Clay Shirky’s presentation at TED called ‘How Social Media can make History’ focused on how social media is changing the way we live fundamentally, by allowing people to (at least temporarily) bypass censors and share information.

You can watch the 15 minute video below. Some key points for the customer satisfaction community are:

1. Social Media is like giving everyone a printing press when they buy a book (they can react and publish what they think about the ideas in the book). This is no longer left to the critics who have access to limited media space.

2. Social media is like giving everyone with a telephone a button to be able to broadcast on the radio or TV. Conversations are not one to one anymore. They can be heard worldwide and they can go viral.

3. Interaction is not longer just between an organization and its customers. The social world is allowing for conversations between customers. They can talk directly to each other. They can organize, rally and protest against a company’s policies or against a political party or platform. They can band together to force a company or a politician to take notice of them.

4. The landscape has changed and we, the customer satisfaction strategists have to adapt. At the end of the program, Clay challenges organizations: ‘How can we best make use of this thing even though it means changing the way we have always done it?’

You can see the comments about Clay Shirky`s talk  on this website.

What is your opinion about Clay’s speech? Is your organization finding ways to best make us of the social media landscape? Leave you thoughts in the comment section below.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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