Make Marketing History

The views of a marketing deviant.

Saturday, December 19, 2009

Social Media Panacea.

Snow arrives and the UK grinds to a halt. So too, it seems, do Eurostar trains. Techcrunch highlight the lack of communication 2.0 to bewildered and suffering customers, but that's to miss the wood for the trees.

The problem is not that they're not using Twitter - that's a symptom. The problem is that they have no information to provide. Social media is not the solution to that. A joined-up customer service strategy that acknowledges the ameliorating power of a flow of information, how ever depressing, would be.


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