The "Net-Generation"
By James ByrdThe “Net- Generation” are those customers who are somewhat web savvy, social media literate, and are less prone to use other traditional methods of customer support systems. Therefore, the marketing plan must be structured in such a way as to capture that dynamic effect, that is, the blending of marketing and customer service with the robust effects of the social media platform, which reflects that it is increasingly being used by the “Net-Generation”. Add word-of-mouth to that effect and the reach becomes exponentially tremendous.
There must be a unifying effect between that of marketing, sales, and service. The various components of that effort should include; keeping the customer in the know about both the company’s new products and service policies. The creation of self-correcting online communities to address high volume of customer feedbacks on suggested product improvements, means that the company should be proactively involved within the processes of expanding the feedback process of the customer via rewarding them for their content, building efforts towards valid two-way communications. Lastly, managers must continually improve on the social CRM network that is currently in place, never settle for good enough, (Solis, 2011).
