Comments on: Rethinking Social Media in an Economic Downturn

By: John Cass

John Cass — Wed, 15 Oct 2008 15:39:03 +0000

I think Zane Safrit formerly of Conference Calls Unlimited was a master at taking care of existing customers. When you signed on you received gifts and flowers, and if you referred another customer more goodies. I also think Seth Godin talks about this method a lot. Really all about taking customer service to the next level.

By: Steve A Furman

Steve A Furman — Wed, 15 Oct 2008 02:05:11 +0000

John Cass. Bang on. We have a whole strategy around this very concept in the works now. It’s about “managed growth” in this climate. Your current customer base has always a goldmine. We just sometimes put new customers at the top of the list. I’m a big believer in looking for the advantages when things turn down.

By: John Cass

John Cass — Wed, 15 Oct 2008 01:31:39 +0000

This idea of narrow casting is interesting. I wonder, isn’t it possible to focus on those customers who are using social media? Rather than spreading the net widely, stick to your core customers and help support them. It may not be about gaining new customers but more about keeping the ones you already have. Helping them to do more with the same amount of business.

By: Jay Bryant

Jay Bryant — Fri, 10 Oct 2008 10:53:44 +0000

Steve–Good points here. My recommendation would be to keep your social media projects with simple functionality and go for depth. This is all about having conversations directly with your consumers.