We shouldn’t see Facebook, or in general the Web, as a book which has a beginning and end and should be read so. The days that we could read the Web completely and check every new website is almost twenty years ago.Not reading is not a sign of disinterest not reading is basically the art of sharing your attention wisely on the things that matter most.
Strongly process oriented and highly risk averse. It is all about following the process itself and make sure it is completely compliant, user experience is not important: the process is king.
Performance is an art, so is being a performer in web care. It is difficult to strike the balance between spotlights and business value.
If this is the behaviour you showcase then you train your customer that if they whine more, they get more. It shows that your processes are very random and that you have to appeal.
Web care is more a goal on itself than a mean to accomplish something in this case. Fashionistas in Web care just do stuff because it makes them looks good on the short term, not because it serves the business on the longer term.
Everybody wants to be better at what he is doing, therefore here are six tips you can implement right away to be better at Web care.
Fight the fire while you can, however neglected sparks might still make a mighty fire.
Different service levels and different experiences depending on the channel and the team. Two Face is your Web care agent.
Just a few doing the job that should be done by others. However it is the lone wolf that is passionate enough to take care of it.
With these nine archetypes you are able to identify pitfalls that can prevent you from making a change. Since if you want to move forward, you need to make a change. When falling into these common traps in, with your Web care efforts, you are just running round in circles. Instead you should be making a real, substantial and sustainable change in your way of working and way of interacting with your ecosystem.