November 24, 2013 at 7:35 PM
“Social media are tools. Real time is a mindset”- David Meerman Scott
Immediacy seems to be the new normal in almost every aspect of modern life. Every so often my Twitter feed displays a rant about the quality of a product or service in a rapid succession of five to ten angry tweets. A lost piece of luggage, a missed connection, a foreign data service fee tend to be triggers for such cyber rants—but airlines and cell phone carriers are not the only industries exposed to the social media wrath of disgruntled customers. Any company today can have their flaws, mistakes and occasional not-so-user-friendly policies exposed through social media. It is as much so that a new breed of companies has risen, like Sparkcentral, which provides solutions for high-volume customer service over social media.
This is happening not just in light of Twitter and Facebook’s popularity and availability; it is happening because we are becoming a real-time society. Our expectation is that everything—every single piece of information—is available almost instantly.