Jeremy Epstein is VP of Marketing at Sprinklr, a revolutionary company that manages the social customer experience across various functional areas of the enterprise.
Social business is possibly the most disruptive force in business today and definitely here to stay. I caught up with Jeremy to help bring clarity to some lingering questions.
Let’s get to my Jeremy Epstein interview!
Ragy Thomas, the CEO of Sprinklr, has said we are in the age of the connected consumer. What does that mean?
Consumers have always been connected…going back to the beginning of time. What is different now is that consumers are connected AT Scale. For a marginal cost of zero, they can communicate with multitudes, anywhere, any time…basically for free.
That changes the nature of who controls the message.
What’s the problem and opportunity with Big Data?
The problem is that Big Data can be looked at as a solution to all problems and an overreliance on Big Data may lead brand to depersonalize the relationships with customers when, in fact, they should be getting more personal and more social with those people.
The opportunity is clear…use the information you gather about people to better serve them.
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What’s the difference between “doing social” and “being social?”
“Doing social” flies in the face of how humans behave with each other. We are social beings. We act in social ways with each other. We don’t do social when we go to the bar or the game with our friends..we just ARE social.
People expect companies to BE social with them. To have a relationship with them. Not to have things acted upon them or forced upon them.
Is conversation important?
I can’t think of any better way to distill, refine, and improve upon ideas than in the forge of a great conversation with people who really care about a topic as much as you do.
Where does community live (in these days of attention deficit, reluctance to commit to traditional organizations)?
Not in one physical (or virtual space). It lives around an idea, a belief. Either you believe in the mantra “never stop marketing” or you don’t. And, if you do, you can join the community whenever, wherever you want. Be it on FB, LinkedIn, Twitter, my blog, an in-person event, a newsletter, etc. Doesn’t matter.
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Are advocates important?
I’m so convinced on the importance of advocates that I believe you’ll see a line item on corporate balance sheets in the not too distant future listing their value as assets.
Can people tell the difference between slick and real? Does authentic work?
Yes and yes. This one, I’m afraid, I haven’t totally figured out yet. How’s that for authenticity? 😉
Follow Jeremy Epstein on Twitter, he’s @jer979.
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