An Interactive 2010

My company has been focusing a lot of effort on developing an integration, multi-channel communications strategy for 2010. We firmly believe that our marketplace consists of individuals who each may prefer IM, web searching, social media, blog, email, telephone and in-person communications.

There has been much discussion lately about which is more important. I am preaching that each is most important, depending upon the individual who is communicating with us.

Some people believe phone calls carry the highest urgency and drive the fastest response. Others prefer social media and IM because it is what they are most comfortable with. Yet other people prefer email, blogs or other forms of communications.

Tools to record conversations may be even more vital today because of this dynamic. Someone who feels they will get the highest sense of urgency reaching out to a call center may be inclined to post a gripe online to potentially millions of viewers. Using recording to drive higher customer service quality and proactively address service issues can minimize negative public posts.

We are committed to walk the walk as we commit to proactively reaching our  marketplace through interactive media. Our recently relaunched website integrates our Twitter posts, Facebook page and direct IM tools to contact our staff. Of course, these all sit along side email links and our contact center number.

Here's to an interactive 2010!