No Social Media Revolution, No Social Customer [infographic]

Just as social media is not a revolution (it’s just media – get over it), the idea that you have a revolutionary new kind of customer – the social customer – is nonsense too.

Your customers have always been ‘social’ – learning from each other and even benefiting from collective buying power – through intermediaries.  It’s just that digital technology allows customers to shop smarter with their social intelligence by removing space, time and scale barriers.  The revolution, if it exists, is digital – not social.

So here’s an interesting infographic from the UK social commerce platform Gloople that puts the so-called social customer into a broader perspective.  Customers are doing what they always have been doing, i.e. using their social smarts to learning socially and collaborate but now digital technology – particularly technology –  allows them to do it faster, more efficiently and more conveniently.

Written by
Paul Marsden

Chartered psychologist specialising in consumer behaviour, wellbeing and technology. Certified CX professional experienced in Design Thinking. A researcher, writer and speaker, Paul is head of Digital Insight at SYZYGY.

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Written by Paul Marsden