Comments on: Why culture inhibits social media success in big business

By: Christopher Brown

Christopher Brown — Mon, 13 Apr 2009 18:08:08 +0000

Thanks for sharing you thoughts Lucas, certainly interesting times to be in business. I am intrigued to see how this trend impacts large companies’ culture over time.

By: Lucas Coffeen

Lucas Coffeen — Mon, 13 Apr 2009 17:00:09 +0000

Chris & Michelle, you’re post and comment have got me thinking. Here’s my 2.0 cents…

Social media, in theory, practice, and implication, aligns with the ten values of Gen F cataloged by Hamel. Companies that align with Gen F values will, as a group, outperform other companies. Gen Fer’s are working their way into the world of business and will eventually have their hands at the controls. Those companies that resist the new way that Gen Fs do business (see the ten values) will suffer. Those that embrace it will succeed.

Its not just a matter of changing times either. Gen F values can actually translate into huge financial success. W.L. Gore (know for their Gore-Tex brand) has pelted its competition with a 50 year storm of profit and growth, all built on this value set.

Social media can be very useful in and of itself. However, I propose that it is part of a bigger picture, its acceptance or dismissal being symptomatic of a larger question: Is this organization ready for business 2.0

By: Christopher Brown

Christopher Brown — Mon, 13 Apr 2009 01:51:24 +0000

Thanks for the comment Michele, it would be interesting to see if this correlation between customer service and social media use exists, I would hypothesize there is a link, the next question would be if these companies are also more profitable as a result….
I think you are right that it is a very effective customer service tool but it seems like there are so many more applications emerging, particularly in relation to gaining deeper customer insights for new product development etc.

By: mchaboudy

mchaboudy — Sun, 12 Apr 2009 21:53:44 +0000

My two cents on the corporate cultures and social media. . .I think those companies who have an “open” culture will easily embrace it. Any company that does not share information in general–even with staff–will not use this except in a traditional pr sort of way. In other words, they will hand off the responsbility to a third party who will report back. An interesting study would be to measure corporations’ customer service with their use of social media. To me, the best application of using social media is to improve the relationship with customers.
Michele