2009 Social Media Predictions

Putting the "me" back in customer service, customers, tired of being asked to pay more for less, will look to product guarantees and service warranties to make their purchasing experience worthwhile. When denied, they'll take (or threaten to take) their case to the web. Good customer service will differentiate a mediocre brand and a superb brand. [from Scott Monty]

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As companies debate who should "own" community efforts within the organization -- marketing, corporate communications, IT, etc -- their front line workers will go about quietly, inobtrusively interacting with customers, partners, and other employees within their social networks. Examples like @comcastcares Frank Eliason or "Nuts About Southwest" blogger Gordon Guillory (who is a mechanical engineer) point to the democratization of social media within the enterprise. Companies will struggle with how to control who says what -- but will increasingly realize that in an economic downturn, they need all the marketing muscle and leverage they can get and actively encourage. [from Charlene Li]

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Whether it's Oprah using Skype, Google's chat function being enabled with video, and more widespread adoption of high-speed internet have thrust video chat into the limelight in 2008. In 2009, with corporate budgets slashed and the economy down, people will still need to have face-to-face meetings and communication; video chat will be a cost-effective substitute for that. [from Scott Monty]

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