I recently read a blog post of Lauren Carlson , CRM Analyst of Software Advice. Her blog post was titled “Managing the Egosystem: 6 Rules of Engagement” and included an interview with Brian Solis.
Solis says based on a report named “Liminal, Customer Engagement in Transition” by Razorfish, customer behavior is being changed by social media, mobile media and smart phones where the individual has become the center of their experience. Solis calls this (brilliantly) the Egosystem. “The Egosystem describes this new environment where people see themselves as the center of everything. Every interaction, with people and businesses alike, revolves around them. That kind of changes the dynamics and balance of the relationship.”
Social media is a fluid environment, it changes with interaction and moves with in the customers experience. In the Egosystem the relationship is alive, customer needs are considered.
Six main Egosystem needs of the customer are:
- Value
- Efficiency
- Trust
- Consistency
- Relevancy
- Control
Keep your eyes open for Lauren’s future posts, she is spot on. Thank you Lauren for interviewing Brian Solis and writing about the Egosystem.
