--- title: "Social Media Roundup: How Customer Experience Got Old School" id: "19332" type: "post" slug: "social-media-roundup-how-customer-experience-got-old-school" published_at: "2013-09-06T23:00:01+00:00" modified_at: "2026-11-09T19:01:15+00:00" url: "https://associationsnow.com/2013/09/06/social-media-roundup-how-customer-experience-got-old-school/" markdown_url: "https://associationsnow.com/2013/09/06/social-media-roundup-how-customer-experience-got-old-school.md" excerpt: "Customer experience is in for a face lift, courtesy of the digital age. Plus: how Gen Y would lead, if they were in charge." taxonomy_category: - "Marketing / Communications" taxonomy_post_tag: - "AssociationsNow" - "Digital Engagement" - "Membership" - "Social Media" - "User Experience" taxonomy_content_format: - "Article" taxonomy_role: - "Association CEO / Executive Director" - "C-Level" - "Executive Team" taxonomy_persona: - "Association Professionals" --- [Home](https://associationsnow.com/) » [Articles](https://associationsnow.com/format/article/) » Social Media Roundup: How Customer Experience Got Old School Traditional interaction of yesteryears heeds to the new age of a digital world. Today’s members are keen to create their own experiences, backed by the infinite scope of their internet-sourced information. All they’re asking for are the tools you have to offer. The scoop, and more, in today’s Social Media Roundup: ### Out of the creator’s hands https://twitter.com/mfindling/statuses/376015846826450944 **Here’s to the future of engagement.**Eons ago, in a time well before our internet days, consumer-association interaction followed a one-track path: the telephone that dialed through to the customer-service line. No longer, [writes Vala Afshar in his article, “Is Customer Experience Manageable? An Industry Pundit Says No. (opens in a new tab)](http://www.huffingtonpost.com/vala-afshar/is-customer-experience-ma_b_3879363.html?utm_hp_ref=tw) “ “[E]xperience should be about building the infrastructure that allows customers to do whatever they want … through whatever channel they choose to do it,” he says. Plain point: Digitalization has reshaped member expectations. You provide the product—they’ll create the experience. The future now lies in engaging your members in whichever tool they are using. Welcome to the new age of customer experience. *(ht [@mfindling (opens in a new tab)](https://twitter.com/mfindling/statuses/376015846826450944) )* ### Imagine if > As an elder Gen Y this discussion fascinates me! What If Your ED Was a Millennial? [http://t.co/YQuY0aKoQy (opens in a new tab)](http://t.co/YQuY0aKoQy) > > — Eva Sirman (@esirman) [September 5, 2013 (opens in a new tab)](https://twitter.com/esirman/status/375639182137241600?ref_src=twsrc%5Etfw) **What if the management reigns were handed over millennial employees?** Picture this: Collaboration for all. Monthly luncheon meetings for none. And tradition laid to rest at the hands of innovative thinking. That could be a glimpse of the workforce if some of the 95 million millennials in the United States were in charge, says [YourMembership.com Director of Content and Client Marketing Christina G. Smith (opens in a new tab)](http://www.yourmembership.com/blog/member-engagement-retention/what-if-your-ed-was-a-millennial/#.Uiiarreposs.twitter) . So recruit away and engage them as you harness the talent, the vision, and the drive they have to offer. These future leaders of America are bringing you change to believe in. *(ht [@esirman (opens in a new tab)](https://twitter.com/esirman/statuses/375639182137241600) )* What links are you sharing today? Let us know in the comments. (iStockphoto/Thinkstock) [Emma Beck](https://associationsnow.com/author/emma-beck/) Emma Beck is a contributor to Associations Now. [More articles by this author](https://associationsnow.com/author/emma-beck/) Tags: [#Digital Engagement](https://associationsnow.com/tag/digital-engagement/) [#Membership](https://associationsnow.com/tag/membership/) [#Social Media](https://associationsnow.com/tag/social-media/) [#User Experience](https://associationsnow.com/tag/user-experience/) **Stay Informed** [Subscribe to our free newsletter](https://associationsnow.com/newsletter/) , *Associations Now Daily News*, to find out what’s happening in the association world every business day. ## You Might Like - [PodcastAssociations NOW Presents: More Than Marketing: The Power of Strategic CommunicationsJuly 30, 2026](https://associationsnow.com/2026/07/30/associations-now-presents-more-than-marketing-the-power-of-strategic-communications/) - [PodcastAssociations NOW Presents: Why Slower Marketing Can Drive Stronger Member Engagement (Episode 27)June 25, 2026](https://associationsnow.com/2026/06/25/associations-now-presents-why-slower-marketing-can-drive-stronger-member-engagement-episode-27/) - [VideoAnn Handley: 2026 MMC+Tech Opening KeynoteJanuary 29, 2026](https://associationsnow.com/2026/01/29/ann-handley-2026-mmctech-opening-keynote/) - [VideoProductivity tip: Take time to manage your dataJanuary 3, 2017](https://associationsnow.com/2017/01/03/productivity-tip-take-time-to-manage-your-data/) ## Comments **Comments are for ASAE members.** [Learn more about comments on this site.](https://associationsnow.com/comments/) [Log in](https://associationsnow.com/login?redirect_to=https%3A%2F%2Fassociationsnow.com%2F2013%2F09%2F06%2Fsocial-media-roundup-how-customer-experience-got-old-school%2F%23comments) to your member account or [join ASAE](https://my.asaecenter.org/select-a-membership-type/) !