Image by Intersection Consulting via Flickr
In listening to it I tried to think what was the basic thing one could learn from it. And I think I figured it out. It's basically this:
Today's customers expect almost-instant customer service. And it is possible with the technology, much of it free, available today.
The fact is that there are tools today which allow you to actually monitor the entire gamut of social media and internet content (yeah, I know there's a lot of overlap there!) so that any time somebody mentions you, your brand, your company....in either a negative of a positive way....you can be instantly aware of it. It's almost like evesdroping on the thoughts of the global 'on line' consciousness.
Wouldn't it be valuable for you to know if somebody said something either good or bad about you?
If you're not learning something about modern social media you're making a big mistake.