Return on Relationships, With Ted Rubin (Part 1 of 2), is one of the best “answers” to our first question, on bringing the human dimension into all aspects of commerce.
Many thanks to #SMWBogota for presenting this!
Ted Rubin | Return on Relationship (Part 2 of 2) … one of the best “answers” to our first question, on bringing the human dimension into all aspects of commerce.
Via Laura // Most online commerce can be completed without ever engaing with another human being, however, when you do engage with another human being, they should do more listening to understand instead of defending why their system is not working, or that someone is on vacation, or how their process works. I really don't care. I want to complete my transaction, and the relationship I want is of service and support. Do more listening for understanding; resolve my issue
Asked by
planetadesteapta
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumblr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
Why don't you actually do your job instead of asking other people to do it for you on the internet.
Asked by
Anonymous
[Since you bothered to ask, here’s the answer: for people in a social business, listening and learning from others is a key aspect to doing our jobs. Engaging and connecting with them is as well. And what we’re striving to do here is to collect some of the good thinking from around Social Media Week, and then share that aggregated knowledge and insight back to the community. What’s more, we are aiming not just to bring that intelligence together, but to enable the Social Media Week community to be part of the analysis via likes, reblogs, retweets and comments.]
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumblr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
Comments on Scan Question 1 | The Human Dimensions of Social Commerce
Some thoughtful comments are being shared right on the bottom of The Scan’s first question, on the human dimensions of commerce. We wanted to bring them to the front and to your attention.
Commerce can get more smarter and personalized and human . Recently i tweeted about lack of integration of Customer / Consumer voice, email, social media data .It presents a big opportunity to services firms and analytics firms to integrate, collate, organize and analyze the data to identify new patterns and trends and offer personalized , more humane services to individuals. Companies which attempt to manage to do that successfully will distinct themselves in the market and be able to create an aesthetic experience for customers in times to come leading to win win outcomes for companies and stakeholders ( shareholders) :-)
Most online commerce can be completed without ever engaing with another human being, however, when you do engage with another human being, they should do more listening to understand instead of defending why their system is not working, or that someone is on vacation, or how their process works. I really don’t care. I want to complete my transaction, and the relationship I want is of service and support. Do more listening for understanding; resolve my issues.
Very much agree with Laura’s post… most commerce can be completed today without human involvement… increasingly human involvement actually slows transactions. However… a person should always be “‘at hand” to respond to issues, questions, comments, concerns that users / prospective buyers have at any point during the transaction. It is also critical that information from all touchpoints… whether automated or personal get captured, stored, integrated and leveraged. It is the information captured throughout selling, buying, servicing that increasingly enables more personalized and personal relationships
There is a huge opportunity in "decision support" technology – if you enable smarter optimization of standard business processes to help make the easier decisions for you, then your employees who are providing customer service, developing products, etc become more available to offer one-on-one support and that human touch for things that need a more personal touch.
Asked by
Anonymous
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumbr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
The issue of authenticity is generally a concern for "millennials." We have grown up with one foot in the "unplugged" and the other in the "plugged-in" worlds. While we value the ways in which technology can help us, we are also aware of lfe beyond it. A smarter business places emphasis in its online presence as well as the real world. Rather than relying on a world of screens and virtual realities, it extends beyond the web into the physical space and augments life for the better.
Asked by
cirquedudanny
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumbr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
A team of IBMers and Social Media Week are working together on a kind of grassroots, crowdsourced research. Share your views on Smarter Commerce and help us scan and analyze the collective intellience of the Social Media Week global community.
Here’s one tweet shared to #smwQ1 by @achillesifx on our first question on the challenge of making commerce more human and authentic:
Switch off devices and talk normally f2f (not videoconferencing).
Connecting the purchaser to the creator. Vendors like Toms shoes show you the person whose shoes you've purchased - it's the same feeling you get when you buy a piece of art directly from the artist at a street fair. You meet the person, you hear about what motivated the piece, the background etc. You connect with not only the art - but with the creator. That's human commerce. #smwQ1
Asked by
asabilia
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumbr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
'I think that a way to achieve personal flavour and personalization of commerce is to analyse the user needs in order to meet those as good as possible. The in depth focus on the user needs is what creates and maintains relationships in my oppinion
Asked by
Anonymous
TOPIC: How should all aspects of commerce — selling, buying, providing service, developing products and marketing them — become more human and authentic? More centered on building and maintaining relationships? More personal and personalized?
Add your voice and make the Social Commerce Scan smarter!
- Answer Today’s Scan Question on Tumbr or tweet to #smwQ1
- Browse, Share, Like & Comment on Responses to Question 1
Learn more about the Scan. And follow @ibmsocbiz on Twitter.
