The Social Customer vs The Jobs People Do

I think we’ve come to a critical juncture in the discussion about the Social Customer. It seems that we keep focusing on the customer directly, and not in the context of the jobs people do to make the customer experience and outcome the best it can be. Just engaging in social conversation using social media, does not make a customer centric business, or person. It simply makes you someone who is distracted by shiny new things. That can be dangerous, because you still have to get the rest of your job done — and this distraction is invariably making that job harder to do.

What is the job to do done? Is a job sharpening pencils? Or is that only part of a bigger job? Is the job data entry? Or is that part of a bigger job. Is the job fork lift operator, or is that part of a bigger job? In my extremely mind-blowingly simple diagram below, I’ve depicted…

• At least six different jobs, or

• A Managers job, or

• One of the jobs of a business, or

• All of the above

The fork lift operator is employed to perfo…