Building 24/7 Relationships Using New Media
The era of 1-800 numbers is dead. Or, at least, that's IDEO's opinion. And here is their proposed solution:
Don't invade, connect
Build continuity throughout the life of the relationship with your customers, without invading their space.
Transform monologue to dialogue
Host a dialogue that gets both sides talking in order to create a continuous loop: listen, respond, act.
Create redundancy
Design multiple points of entry. Allow access from all sides, in multiple channels, tailored for any number of situations.
Outside in/inside out
Open up access to what’s going on behind the scenes. Make it human by making it authentic.
Leverage existing platforms
Don’t invent, integrate. Systems are already in place so that you can communicate via tools consumers already use.
Read the entire article at FastCompany .
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