Socially Speaking with Sudha
By: Richard Brewer-Hay
Hi, I’m Sudha and I work at the Social Commerce team at eBay, collaborating across an awesome team of global social media practitioners. Richard has invited me to blog on Ink to share articles about the world of social media.
The amazing thing about a business becoming social is how social media adoption permeates the various layers of teams, processes and systems of a corporation, giving new avenue to the passions of several employees to focus on the customer.
In a traditional business a customer can engage with marketing at a tradeshow, online via an advertisement, call a separate customer service line for help, visit a website or storefront and make purchases. All these channels are separate and engage with the customer on their own. As a business adopts social media, the walls amongst different customer touch-points collapses. The social customer may tweet or comment on Facebook for support and expects the right engagement to solve their problems from all channels of the company. A social customer’s loyalty does not stop at a purchases, it spills into the social networks as the customer influences future purchase behaviors of their friends or even strangers who share their interests.
This creates a unique set of opportunities and a unique set of challenges for companies.
I have been immersed in social media since 2007 from my work at Intuit, AOL, PayPal and now at eBay. I plan to bring insights about the state of social media and share experiences and best practices from the rest of eBay, our customers and industry experts.
Here are a few things I am interested in:
- I am fascinated by the various challenges and solutions for social media adoption in companies.
- I love the evolution of the social customer as the center of our work lives.
- I share a passion for social media listening and tracking and how the world of social media tools and metrics are innovating to help us.
- Social Commerce is here to help us bring our real world shopping habits to social media. I plan to share these and other social media topics.
I hope to hear from you about your interests, what you would like to see in my posts and what social media means for you as a buyer or seller.
Looking forward to our continued conversations!