Offering Web 2.0 Technolgies

In response to Dwight Gibbs’ presentation last week, I thought it was interesting how much emphasis he routinely placed on the customer. Dwight made it a point to discuss the various channels that companies can utilize to reach their customers. However, he also stressed the importance of allowing the customer to choose how they want to access the information. Different channels of information can include a website, blog, e-mail, social network, mobile updates, etc. Considering all of the available Web 2.0 technologies, it is not realistic to expect customers to rely on just one. Therefore, in order for companies to be successful in today’s market, they need to have a presence in all of the Web 2.0 technologies.

I think it’s important for any start-up company to develop a business model that incorporates multiple channels of Web 2.0 technology. Refusing to adapt to new technology is the reason that many established companies are going out of business. The economy is experiencing a shift in thinking that is now focusing more on the needs of the consumer. For many consumers, the advancement of technology means more convenience for them. And convenience is something that companies must cater to or pay the price later. Convenience can be in the form of simple features such as online help manuals or online representatives who answer questions in real time.

If companies do not offer their customers the conveniences that they desire, then they risk receiving negative feedback that could be detrimental to the company. In the past, unsatisfied consumers did not have an accessible outlet to voice their disappointment. However, now that consumers can utilize blogs and social networking sites, it has become very easy to post experiences about a company or product for the entire Internet population to read. For this reason, companies are focusing on customer service now more than ever. Because what’s better than a company promoting their own exceptional customer service…having satisfied customers blog about their positive experiences.

Of course people are more likely to post about their negative experiences than positive ones. To combat this fact many companies dedicate resources to scour the Internet searching for potentially harmful posts about the company. Once a negative post is discovered, the company has the opportunity to contact the dissatisfied person and offer them personalized customer service to amend the situation.