Posts tagged Social media
Posts tagged Social media
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Using social media to talk to customers is like getting access to the most honest focus group that’s ever sat around a conference table and not paying a dime for their input.
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Often, there are two kinds of consumer reviewers—the ones consumers write when they have a terrific experience and the ones they write when they have a terrible one.
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The biggest disconnect for business leaders lies in their understanding of how they should treat customers they meet face-to-face, and how they should treat the ones they meet through their computer, iPad, or phone. There should be no difference.
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In some organizations, getting legal approval for a tweet can take twelve to thirty-six hours. Are you kidding me? By the time that vetted post finally makes it to the customer, the conversation and the relationship have sailed.
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Use social media campaigns to create an opportunity for engagement, not to force it.
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There’s very little an employee can say to hurt your company that you can’t fix if you act with speed and good intent.
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If users one day abandon Facebook in favor of something better, they won’t be jumping off the train, they’ll simply be moving to a new car.
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85 percent of U.S. consumers say they would pay 5 percent to 25 percent more to ensure a superior customer experience. In addition, 76 percent of consumers say they appreciate it when brands and companies take a personal interest in them.
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I’d say that social media is a bit like a kidney—you can survive with only one, but your chances of making it to old age are a lot better with two. Eventually, though, I think social media will be as important to a business as a strong heart.
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Anyone working for a big company might be skeptical that a large business, or even a strictly online business, can form the same kind of friendly, loyal relationship with customers as a local retailer. I’m saying it’s already been done because I lived it.
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but it’s an even better tool for building brand equity and relationships with your customers.
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When all that was available was an email address, they could send out a question, complaint, or comment into the ether and wait God knows how long until receiving a totally bland, formulaic, and useless reply. In the event they could dig up a phone number, they wasted millions, maybe even billions of hours per year on hold, or being transferred from one helpless or hapless rep to another. As companies outsourced their customer service, customers struggled to make themselves understood by script-reading foreigners.
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I believe that we are living through the early days of a dramatic cultural shift that is bringing us back full circle, and that the world we live and work in now operates in a way that is surprisingly similar to the one our great-grandparents knew. Social media has transformed our world into one great big small town, dominated, as all vibrant towns used to be, by the strength of relationships, the currency of caring, and the power of word of mouth.
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When you spend money on social media, you’re not actually investing in a platform—you’re investing in a culture, and in consumers who can ultimately become your ambassadors.
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But what we call social media is not media, nor is it even a platform. It is a massive cultural shift that has profoundly affected the way society uses the greatest platform ever invented, the Internet.
