The Social Network of Effects
The scenario- two customers walk into a restaurant. One leaves happily. The other has lots of complaints about service, quality of food, friendliness of staff and high pricing of insufficient food.
The complainer makes loud voices. He starts complaining on social media and directly to his friends. They in turn do the same. The snowballing effect starts.
The happy customer is less active. He reports his satisfaction on one social media platform and too few friends.
The accumulation effect starts. A considerable group of people standing by the complainer. A much smaller group caring for the happy customer. The polarizing effect starts. Following the stage of the Polarizing Effect comes the crowdedness effect in the big group. In some big groups some people feel neglected. The negligence effect initiates. The neglected individuals leave.
Here the dynamics become entangled whereby many forces operate. The big group attracts more members because people feel safer and wiser when they join bigger groups. It is what I call “The Grocery Effect” in operation. If there are two neighboring grocery shops one is crowded and the other is almost empty, which one would you buy from? Convenience would prompt you to go to the less crowded one. But then why is it almost empty? Why don’t other people go for their comfort as well? Most likely this shop is more expensive, or the customer isn’t well-received. Follow the crowd again and buy from the crowded one.
People in the large group may divert their attention to more important issues. The substitution effect starts. These people leak out of the group together with the members who feel neglected or unable to move freely in the crowded space. Other people develop different attitude to a rising issue have different perspectives now. They decide to leave the group and initiate a new group. Other people leave because of the Cliché Effect. They keep hearing the same words and feel bored. They leave and may join a new hive or group. Other members of the group may leave because of the Dunning–Kruger effect. Low-ability people tend to over-estimate their ability because of their association with able people. The association effect prompts some members to join friends for they have been together for some time. If not, the feelings of betrayal may prevail leading to strong repellence between them.
The social media has produced a network of effects. I tried to summarize them in the background image of this buzz. Are these emerging effects? One example our tendencies to do a favor or action for a person who would not have the same level of tendency to return favor. You like an author and like his/her buzz. You are more ready now to like more of his buzzes. This is known as the Ben Franklin effect.
You may have noticed that in exchanging discussions with others that you ended holding up the opinion of the person that you were trying to convince. This kind of “reverse results” is known as the boomerang effect.
This applies to the dynamics of hives a well. A person may initiate a new hive group. I wonder if the Founder Effect would initiate as well. A founder effect occurs when a new colony is started by a few members of the original population. This small population size means that the colony may have:
· Reduced genetic variation from the original population.
· A non-random sample of the genes in the original population
Will having very specialized hives lead to genetic variations of the groups as well?
Social networks have very complex dynamics and trying to predict the future is like trying to paint an airplane while on flight.
I dedicate this buzz to Purnima Menon who has been so kind and appreciative of my late buzzes.
"
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التعليقات
Ali Anani
منذ 6 سنوات #68
- I stary my reply from where you ended your splendid comment. Studiies havvve shown that unhap]y and churned customers become the most loyal if they are won back. To reverse the thinking of those customers isn't easy but, as youvsuggested, if a company can do that then a hard battle is won. I fully concur with your comment.
Ali Anani
منذ 6 سنوات #67
thank you Lada \ud83c\udfe1 Prkic. I might explore the reaction vessel in more depth. Your comments encourages me to do so
Lada 🏡 Prkic
منذ 6 سنوات #66
Interesting comparison of social medium with a reaction vessel (pot). To understand the behaviour of so many reactants in the vessel requires knowledge and dedication which you possess. I am just an occasional user of social media and an independent observer. :-)
Ali Anani
منذ 6 سنوات #65
Thank you dear Lada \ud83c\udfe1 Prkic for your beautiful comment. You are right, and some of these social effects may be noticed on beBee. After all, it is a societal platform. You do understand my intention of publishing this buzz. There are so many factors in play, and trying to understand fully what goes on is not an easy task. However; we may notice the emerging of few phenomena and you highlighted two of them. I feel sometimes we are in a reaction pot. To predict the output with only two reactants in the pot can be straightforward. But, what if we have twenty nine reactants in the pot? I chose 29 because the graph as 29 social phenomena. Can we predict? At least I can predict your good mind will help us understand more.
Lada 🏡 Prkic
منذ 6 سنوات #64
Ali Anani
منذ 6 سنوات #63
I am so glad you stopped here to write a great comment Geoff Hudson-Searle. You raisee so many important issues. Social competency and the "third wheel" as new competitor to the social fabric. I shall not be surprised to have new need by the name of smsrtphone competency. I have noticed that some people are so busy with their smart phones to the extent that if they were on the same escalator with Bill Gates they shall not notice him. Social distraction is an emeging phenomena. We used to say that there is no better substitute to face-to-face meetings. Now I wonder the validity of this. Disruption of the social structure is obvious.
Geoff Hudson-Searle
منذ 6 سنوات #62
Ali Anani
منذ 6 سنوات #61
I am sure you shall enjoy yor investigation Brian McKenzie
Ali Anani
منذ 6 سنوات #60
Ali Anani
منذ 6 سنوات #59
yesBrian Noe. You shall enjoy your investigation
Ali Anani
منذ 6 سنوات #58
and you me as well Jerry Fletcher
Harvey Lloyd
منذ 6 سنوات #57
sometimes a couple shots of tequila stir the synapses. Que me when u get the answer
Jerry Fletcher
منذ 6 سنوات #56
Harvey, I'll keep that in mind. I still haven't figured out a simpler way to diagram what Ali was getting at. But the little grey cells are stirring...
Ali Anani
منذ 6 سنوات #55
dear friend- I received your "dopamine hit". It hits with me on how you root all effects to the release of dopamine in ourbrains. Certainly a point to consider.
Ali Anani
منذ 6 سنوات #54
Harvey Lloyd- /ou bring an important issue that is a buzz on its own. "We often forget that training is not only for knowledge, but also emphasizes what is important". People have access to many resources of free and ppaid training material over the internet. So much information that the face-face training has to offer training on how to identify important material. The role of training has changed and repeating what is readily available is no more the objective of training.
Lisa Vanderburg
منذ 6 سنوات #53
Again, this is an idea you have given me more than once and great methodology! Everyone should do this (tailored to your type of business): 'Assume you are the manager of ten wait staff. Write a statement that describes success in a very tangible way. While you mentor quote it often, model it and watch how staff focus.'
Lisa Vanderburg
منذ 6 سنوات #52
Wise advice Harvey Lloyd, 'Stopping a judgement wave that is coupled with agitation and i he do of misunderstood products or services will always look like a cover up. There is but one way to stop the wave, make the customer the spokesperson in the judgement removal.' Food means a faster turnaround, so the problem (if there is one) is a least immediate!
Ali Anani
منذ 6 سنوات #51
this time I shall sway alittle from my normal way of responding dear . You are the guest to dinner or to my restaurant. As much as it is my duty to serve you as a guest first and the guest is not supposed to pay for her meal. I know that in advance and srill. I should serve you to my best and according to your wish. Sometimes the guest has to pay afterwards like a guest in a restaurant. Having served her at our best she will pay with gratitude. Youpaid me in gratitude and left a good tip for me- to keep trying harder.. You are a wonderful guest and full of great gestures dear Fatima.
🐝 Fatima G. Williams
منذ 6 سنوات #50
Harvey Lloyd
منذ 6 سنوات #49
Ali Anani
منذ 6 سنوات #48
to my knowledge David Navarro L\u00f3pez
Harvey Lloyd
منذ 6 سنوات #47
Lisa Vanderburg all humans do one thing, they project. I am taking liberty with the true definition here. But projection is that bacuase you like ketchup on your fries that i do too. Projection is the opposite of seek first to understand then to be understood, Steven Covey The amazing thing is we project, everybody loves ketchup, and get offended when the projection is wrong. In training staff it is critical to have them understand that they need to listen, evaluate and then sell. No projecting. We often forget that training is not only for knowledge, but also emphasizes what is important. If all you talk about is knowledge, rules and what failure is, how will someone know what you think success would even look like. Assume you are the manager of ten wait staff. Write a statement that describes success in a very tangible way. WHile you mentor qoute it often, model it and watch how staff focus. We know customer service issues will show up, training to handle it upfront while the customer is within the sales envelope is the best place to work. This way we dont have to undo the judgement wave.
Harvey Lloyd
منذ 6 سنوات #46
Lisa Vanderburg, if i am understanding the question correctly i would answer with the following. Customer service has two sides, that which is provided upfront, sales, and then there is customer service after the sale. Each of these are different animals altogether. My commentary was pointing towards the sale and during the sale process. In this area even bad employees can be trained to be better in this setting. Once we are inside the after sale process whether technical or complaint the major issue is now the customer has bought into the negative process. More than likely this process started with seeking other opinions and melted into a very heavy judgement statement. You now have the original sales processs that failed coupled with a negative wave. This is a tough spot to be in. Stopping a judgement wave that is coupled with agitation and i he do of misunderstood products or services will always look like a cover up. There is but one way to stop the wave, make the customer the spokesperson in the judgement removal. Not enough words in this comment section to cover that process, so lets focus on the upfront training and focus of management, before the sale.
Debasish Majumder
منذ 6 سنوات #45
you have lovely sense of humor too sir Ali \ud83d\udc1d Anani, Brand Ambassador @beBee! simply an admirable persona. that is why you are affable to myriad sir.
Ali Anani
منذ 6 سنوات #44
thank you dear Debasish Majumder. You are so kind and generous. Next time I need a recommendation letter I shall know who to request.
Debasish Majumder
منذ 6 سنوات #43
Ali Anani
منذ 6 سنوات #42
thank you dear Louise Smith. I try my best to make a chart understandable for me so that it may be understood by the reader. The simplicity that explains is my joy.
Ali Anani
منذ 6 سنوات #41
surely you add to the reasoning of explaining the complexity of socoal behavior Franci\ud83d\udc1dEugenia Hoffman, beBee Brand Ambassador suggested. I am way behind deserving it.
Louise Smith
منذ 6 سنوات #40
Jerry Fletcher
منذ 6 سنوات #39
Ali, I liked it but as I said, it made me think. Thanks in addition to Harvey Lloyd JLF
Ali Anani
منذ 6 سنوات #38
thank you Jerry Fletcher. I hope you find a way to figure out the graphic you look for. The idea of the buzz struck me while asleep. I invite Harvey Lloyd to read your comment because you tagged him. I sincerely hope that you liked the buzz.
Lisa Vanderburg
منذ 6 سنوات #37
Jerry Fletcher
منذ 6 سنوات #36
Ali Anani
منذ 6 سنوات #35
no dear Lisa Vanderburg about neuro science because he simplifies the topic with real life examples. Others put me off. I respect your interests and when I write on a topic that falls beyond your interest I know you can capture it. You are my litmus test for communicating well or poorly.
Lisa Vanderburg
منذ 6 سنوات #34
Lisa Vanderburg
منذ 6 سنوات #33
Lisa Vanderburg
منذ 6 سنوات #32
well, my boys didn't think that far even though I'm fairly sure they'd seen all our cats washing themselves. No sponges were mistreated in any way (or even used); it was an equal-opportunity vessel. This was because they confronted me one day with a box of baby teeth and a look of betrayed. 'What?...you got paid?..' didn't cut it. That's when I knew I'd have to get more inventive.....
Ali Anani
منذ 6 سنوات #31
self-cleaning and so what is the need for the sponge?!!!
Ali Anani
منذ 6 سنوات #30
your sponge must have a high absorbtion capacity value Lisa Vanderburg
Lisa Vanderburg
منذ 6 سنوات #29
haha....the cat was self-cleaning :)
Ali Anani
منذ 6 سنوات #28
you are spot on dearvSara Jacobovici. If we study the bifurcation curve we find that a pattern emerges upon disrupting the previous pattern. The rate of disruption increases with time and so it takes lesser times for new patterns to emerge. Great thinking on your part. I thank you for ykour compliment. I shall try to deflate my pride before it bifurcates into an unpredictable pattern.
Lisa Vanderburg
منذ 6 سنوات #27
An excellent point, sweet Sara Jacobovici; the entrepreneur or innovator! I agree with you and the lovely Savvy Raj...if the hat fits and all.. :)
Ali Anani
منذ 6 سنوات #26
thank you dear Savvy Raj and you cap me with the title. Truly I ennoy the most applying science to the study of human behavior. I am glad that you find the buzz useful
Ali Anani
منذ 6 سنوات #25
your sponhe must have a high absorbtion capacity value Lisa Vanderburg
Ali Anani
منذ 6 سنوات #24
I am like you fear Lisa Vanderburg
Ali Anani
منذ 6 سنوات #23
these women should have realized sshe was Lisa Vanderburg they were dealing with.
Sara Jacobovici
منذ 6 سنوات #22
Lisa Vanderburg
منذ 6 سنوات #21
haha....I developed the perfect way of keeping my kids from using some container I don't want them to use; I wrote 'CAT BUM SPONGE' on it :)
Lisa Vanderburg
منذ 6 سنوات #20
Bingo; the staff! I expect in almost ALL business, this is the 'make or break' of it; I'm certain Geoff Hudson-Searle, 'The effects form their networks and become very difficult to deal with.' Does Harvey have the answer?
Lisa Vanderburg
منذ 6 سنوات #19
Couldn't agree more Harvey Lloyd about the restaurant business. Good restaurateurs know what their punters individually want and act accordingly; therein lies their success. That said, we did a couple of years of breakfasts as well in the US - never again! I remember being summoned by a couple of ladies from NY who were bitchin' about their fried eggs not being hard enough. I knew what they wanted, so I said, 'gimme your fork'. One did, and I stabbed it into the yolk - it stood upright. They came back every day after. That said, I would behave differently or naturally comply to the customer is always right (they are), but I knew what these women wanted :)
Ali Anani
منذ 6 سنوات #18
You are so sure of yourself to drive out of the crowd. You know dear Lisa Vanderburg what they would say.
Lisa Vanderburg
منذ 6 سنوات #17
People are fickle as consumers, in relationships, in mentality, in business, and socially.#5 I was most interested by Proma \ud83d\udc1d Nautiyal, which was absolutely tragic. My instinct would always drive me away from the crowd.
Ali Anani
منذ 6 سنوات #16
Your opinion of this particular buzz is of immense value to me dear Lisa Vanderburg. I wanted to be sure that the buzz is understandable for people who are not very inclined to technology or graphics. Your comment relieved me for it shows your high understanding of the buzz. I imagine social media as a theater. The players are the different effects. It is not so easy to describe the play because of multiple interactions and feedback. I am relieved as my joy is to communicate this challenging topic in a clear way.
Lisa Vanderburg
منذ 6 سنوات #15
Ali Anani
منذ 6 سنوات #14
yes, focusing on what you want is the approach. i am reading your comments with immense joy Harvey Lloyd. Simple, but effective. You explained thoroughly why.
Harvey Lloyd
منذ 6 سنوات #13
Preach about what you want, not about what you don't. Humans know instinctively what works and what doesn't. WIth mentoring we can show boundaries. An innovative company came up with a stick on mosquito picture to attach to urinals so that males would focus the aim. This was an innovative answer to smells and corrosion of steel stall walls. Weird analogy but i can tie it together. If we give rules of what we don't want, what is our focus of aim? If we give the team empowering conversation about what we do want, what is the focus of aim? Humans instinctively look at what you tell them is important. If not doing it wrong is the focus, then they will endeavour to not do it wrong. If you tell them to seek customer satisfaction and the rewards, then this is what they will believe is important.
Ali Anani
منذ 6 سنوات #12
Even though you apply your comment to restaurants staff, in reality it is extensible to all businesses and upper management at all levels. I mean this "I recognised that management gave customer service authority to its team members, instead of rules of what they couldn't do". The effects form their networks and become very difficult to deal with. The best approach is eliminating the root of the problem. That is why I find your comment of such high value. Honestly, it is an idea for a great book on management.
Harvey Lloyd
منذ 6 سنوات #11
Continuing with your line of thought of the restaurant. I have been to restaurants where the wait staff performed as to be expected and then where wait staff performed well above. If i didn't finish the plate they would inquire if the food was acceptable. If i had an issue they would offer to take it off the bill. Most of my issues revolve around trying something new. I just didn't like it. So i don't take them up on their offer. I recognised that management gave customer service authority to its team members, instead of rules of what they couldn't do. The atmosphere is totally different. Your thoughts in today's world of instant news through social media can be devastating on a startup. Owners would be wise to insure that staff have a specific latitude in providing customer service. Secondarily they should be monitoring new employees within their engagement and mentor them.
Ali Anani
منذ 6 سنوات #10
Love your simple formula. I wonder a people tend to have wider coverage of their complaints over the internet if the ratio of 1 dissatisfied customer is equal to five satisfied ones. However; I love the simplicity of your formula Harvey Lloyd. More, the great lessons that become evident from its simple calculations. Great insights yours are as always.
Harvey Lloyd
منذ 6 سنوات #9
Ali Anani
منذ 6 سنوات #8
Absolutely you are correct Harvey Lloyd. To have 80% of satisfied customers is truly a death spiral. May be the chosen 80% stems from Pareto Rule or the 80/20 Rule. One unhappy customers will complain to many folds that of a happy customer. So the 20% of unhappy customers shall over-weigh the 80% of satisfied customers. I fully concur with your comment.
Harvey Lloyd
منذ 6 سنوات #7
Ali Anani
منذ 6 سنوات #6
I greatly appreciate and welcome your comment dear Proma \ud83d\udc1d Nautiyal. yes, and I know drom my personal experiences on social media, the correctness of your comment. I have been who sided against me because of the influence of others (even though some returned). Some people who stopped commenting on any of my buzzes even though they used to comment and compliment steadily. Some people from nowhere became strong supporters. Trying to understand what is going on resulted in the writing of this buzz. The effects are interacting and trying to explain them is beyond my ability. What adds to the complexity is the conflict of some of these emerging effects being opponent to each other as you explained in your comment. You are welcome to quote whatever you wish Proma and use it while on flight or on land.
Proma Nautiyal
منذ 6 سنوات #5
Ali Anani
منذ 6 سنوات #4
People like to join groups and the herd effect is noticed on virtual and non-virtual societies Pascal Derrien. We observe it on traffic lanes. You find a long lane next to a much lesser crowded lane. In an experiment in the UK the crowd during a crisis during a football match at Wimbledon followed one or two escape gates when there were many other much less-crowded safety gates. This is an instinct, apparently.
Ali Anani
منذ 6 سنوات #3
Thank you dear Debasish Majumder. Most of these effects are emerging effects resulting from the interactions of people. Would I coin rightly the term "natural emergence"? for these effects were not planned for? I am sure many more effects shall emerge.
Pascal Derrien
منذ 6 سنوات #2
Debasish Majumder
منذ 6 سنوات #1