Posts tagged ‘facebook customer service’

October 13, 2011

Nothing New Under the Human Nature Sun: Why we Already Know How to “Win Friends and Influence People In the Digital Age”

Dale Carnegie’s classic 1936 best-seller “How to Win Friends and Influence People” has had a social media era update.

Taking all the tried and tested methods of Carnegie’s ground-breaking guide to successful personal influence, this new version from the company that bears his name seeks to explore how the age of Facebook, Twitter and Linkedin have changed the nature of successful business and other social relationships.

It’s fair to say that, so far, the critics don’t like it.  The New York Times described it as “radically hapless”, suggests it has been composed using “refrigerator magnets stamped with corporate lingo” and expresses relief that we can all pretend the book has never been published, since the original version is thankfully still available in all good bookshops. 

As you would expect from a good literary critic, there is much emphasis on use of language and its failure to engage.  However, there is also passing mention of something much more pertinent to customer service professionals and customers – whether this book tells us something new about our relationships in our vastly different world of digital communication and social media.

What is fascinating is that the answer is no.  But not because it fails to get to grips with what is important or doesn’t offer ways in which we can navigate ourselves to happy and productive relationships using all the new technology we now have. The answer is no simply because Dale Carnegie’s advice of 75 years ago is still as valid and fresh as it was when a letter or a personal call were really the only ways to communicate. 

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