Businessman Mike is successful, wealthy and lives in a leafy metropolitan suburb. He works extremely long hours and his family life tends to be interrupted by work. The days of a PA are long over, so Mike has had to use technology to organise his personal and business life. He is technologically astute and has his Blackberry switched on 24/7, a laptop that shares his long working hours and (like the old ‘Martini Ad’) conducts business anytime, anyplace, anywhere.
An example of Mike and customer service
If Mike does not get a timely reply to the email and letter he sent, he will go online and pick up the phone – typically at unusual hours. He might have a complaint or simply need the reassurance that you have got everything in hand. Either way, he will expect you to ‘know who he is’ and have all relevant information at your fingertips.
Watch a short video about Mike |
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Simon Khan’s social CRM lesson for business
Always a Chance to inspire
