How Social Media Connects Customer Service and Social Change

How Social Media Connects Customer Service and Social Change May 18, 2016

“Baseerah” means “to have vision.” A consultancy that taps what you already know!

It is the Age of the Millennials, where global communication is accessible through everyday devices. “We all Watch, Listen and Read” news travel around the world instantly. Your everyday person is now a food critic and secret shopper which could eventually be your best, or worst recommendation. On April 26, 2016 Northeast Valley News post says…

the average U.S. adult, 18 and over, uses electronic media, including TV, radio, smart phones, computers, etc., 11-plus hours a day. Two of those hours are on phone or computer.” 

This is a generation who utilizes web-based platforms as a norm for communicating with family and friends. Using these platforms people are willingly sharing information about one another, about a local business, and experiences ~ whether it’s good, bad, or Ehhh!

As a business proprietor, today’s world requires you to setup an online profile. One that is ready for public opinion regarding your customers’ experience with you. This experience is based on the following qualities a business should be prepared for…

  • Deep Personal Interests
  • Your Situational Approach with staff and your customers
  • The Brand and its culture
  • Gentrification (a community’s progress)

Deep Personal Interest (DPI)

DPI a term I learned at University of Southern California (USC) Marshall School of Business, here I earned certification for New Media Management. DPI can also be considered as a Facebook “Like,” or deep personal impression. It is analytical data generated by the user’s personal interests. Every time the Like button is clicked, it records as a personal preference. We actually stimulate which ads will persuade our self-interest and/or encourage our consumer’s appetite. This simple “action” even motivate others to follow your lead in other interesting areas as well. If “You’re a Liker,” not knowing you may be considered as an influential online leader. Recently the “Like” button, now resonates with your emotions. 

Knowing this as a business owner, makes it vital that your business offers a quality service and good products; all within a dynamic environment, so a customer will remember the buying experience!

Create an extraordinary experience between your staff and customers. Develop an exchange of cultural fluency, an enhanced personality that will describe your business as being innovative, efficient, and caring. This essence should produce a qualitative approach that assures its core, to ensure customer satisfaction. Which can be understood as a deep personal impression….

How deep personal impressions can be generated

  • On time service, for those on-the-move people wearing headphones.
  • Make sure your products are fresh, reliable, and useful for an enjoyable consumption or use.
  • Create the best approach with employees which rolls over onto your consumer base.
  • Satisfaction is Key, it Wins over the Consumer and a Community that’s watching.
  • This and more, makes a [positive] deep personal impression_interest.


Your Situational Approach with Staff and your Customers

“Internal practices are transferable values as Good habits are contagiously good to catch!”

a Leader should have the ability to influence others. Practice a Situational approach (Leadership, Northouse) that consists of four points. A leader (business owner) should be able to motivate her people in a way that develops a transferable synergy. Be a guiding provider of good sense and encouragement. A seasoned team leader should be able to understand his team’s abilities. Empowering the team means to properly delegate tasks and responsibilities accordingly to each team member’s personal capacity, making it an easy practice.

Coaching your crew through critical moments, is just as important (rewarding) as leading them through a successful moment! Facilitate the learning with an inquisitive nature that not only helps the team; but grows your own insight about self, others, and the network. Direct your team with clarity and proper communication. By sharing the mission in a direct and clear manner this will shine on your vision, so we can also see the Blue Ocean of longevity.

a Situational approach should create an original culture, not only for the org’s internal publics, but it will generate deep personal impressions with external publics. Customers will share your brand across social media networks as a solid experience worth experiencing .

“The first deep impression all begins with you”


The Brand and its culture

Prince (1958-2016) has one the most emotional brands in the world. His brand is not only seen but felt through his music, it’s heard as a lyrical note, and is utilized as a transferable synergy. The color Purple is not a mere logo but an emotional highlighter that inspires. An experience that people will always relate with precipitation, a year, and the sounds of a bird!

Unique brands express what its owner desires for others to inwardly feel and remember. A meaningful brand should be seen throughout a marketing promotion, over its online venue, and on You! An observer or the consumer should leave your business with a sense of wanting more, of the organization’s culture. The consumer should have an experience that is worth sharing. My brand is verbal, one of excitement ~ So When I say “West West” you say, “WhoopWoop!” West West…


ˈjentrəˌfī/ verb (past tense: gentrified; past participle: gentrified)

1. renovate and improve (especially a house or district) so that it conforms to upper middle-class taste.

Right now, Downtown Los Angeles and Skid Row are seeing gentrification, a redesign, or safely known as progress. It is joining the likes of San Francisco and Brooklyn, where low income neighborhoods have been converted into LA Live and the Barclays. Under the shadows of these entertainment venues are a class of people being displaced by progress. Leimert Park, a neighborhood just west of Downtown Los Angeles is now experiencing change, alongside the new Crenshaw Metro system.

Leimert Park, an area known to Los Angeles as a hub of, or the center for Pan African-Soul experience. A neighborhood of spoken word, Soulful Arts, Black Authors and Black owned businesses ~ who are now experiencing gentrification.

There is a new Los Angeles action being circulated known as Build a Better L.A. It is “an initiative created by a first-of-its-kind coalition of labor and affordable housing advocates, to ensure that affordable housing and good jobs are part of sustainable development in the City of Los Angeles.”

How does Gentrification relates to “how social media connects to customer service….” 

  • Existing business owners must now be ready for social change, and be ready to buy rented retail spaces, to hopefully prevent from being evicted by new community stakeholders.
  • The customer service of Leimert Park’s businesses, must now prevail effectively. Deploy effective strategies that would promote their beliefs and cultural experiences as a brand, so new consumers to the area would learn the community’s history and possibly share its good news on social media.
  • The new Metro system will definitely increase foot traffic and a new consumer to the neighborhood
  • It is necessary to attend community actions about change, advocate for Build Better LA, and establish a more valuable community presence.

Social Change

What is Social Change? We constantly hear its context to describe a behavior or condition as an enrichment or drastic transformation. In my opinion, Social Change is aligned with “Time.” A power only owned by the Creator, an element no one has been able to delay. We can only plan and implement our ideas and aligned ourselves accordingly to His timeline (calendar of events.) Social Change is growth, maturity, and in some cases being gentrified by progress.

If you have not watched Barbershop 3, I suggest you should. In this movie the business owner Calvin (Ice Cube) and the shop’s barbers and beauticians all utilized social media to create social awareness. Over time their neighborhood has become a violent community and the city proposed building a wall around it, for protection (sounds familiar right?) They utilized the shop’s community influence, its culture, and its quality service as a safe space for dialogue. Barbershop the movie initiated a smart action, to protect a community’s stake.

This is “How Social Media Connects Customer Service and Social Change”


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