Has the evolution of social media tools brought us to the brink of seeing the business consultant on the verge of extinction? As strange as that may sound, it could happen. As a business consultant my job is to examine company structures, programs, products, marketing efforts, sales initiatives and the over arching corporate culture that brings them all together.
In doing this I can create a gap analysis and identify key areas that may be in need of an overhaul, or that are missing altogether. Most often I find that the leaders of the organization either have ear plugs in or blinders on, or both.
Consumer feedback is critical to the business improvement process, but up until recently few companies bothered to ask their current and former clients for their opinion. Enter the Internet, and a myriad of social media tools. Feedback is now instantaneous and widespread.
Smart companies have taken the feedback process to the next level, and are now asking for customer opinions online through blogs or polls on the webpages, and spreading information through fan pages and tweets. What was once an inexpensive avenue for marketing messages, delivering coupons en masse and generating buzz is slowly turning into a forum for free advice directly from the consumer. That’s right, unpaid consultants providing the type of feedback that I might provide for a fee.
The web allows open participation from anyone. Many popular brands have taken to the web to ask for innovative ideas, new programs and suggestions for new product ideas, flavours or branding ideas. User registration allows for the collection of consumer data on a grand scale, that later drives a targeted e-mail campaign and Voting lines where consumers can select to establish or kill a product line. Some companies release viral ads direct to consumers for their comments before they hit other forms of media broadcast. There are even companies who openly solicit free advice on their packaging, their promotions, seek “green” advice and openly source new technologies and ideas, that might never have occurred to them inside the corporate fortress.
Alas, the best advice is not always the free advice. In a recent article in Advertising Age, the opening line reads
“Dear consumer, Your 15 minutes are over. You suck.”
Many brands are finding that consultants are still the go-to people for business solutions and professional advice. Despite the glut of cost-free ideas, you often get what you pay for. Smart companies follow the business rule, sell your strengths and buy your weaknesses. The age of consultants is far from over, in fact with the business spectrum changing daily, I think it may just be moving to a higher level, with specialization of consultants into smaller areas of expertise.
Tell us about your consumer feedback.