By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.
Sentiment: POSITIVE
Social media can be a powerful tool to listen to, engage with and gain access to customers that you would otherwise not be able to connect with.
As social is where consumers' eyeballs are, businesses must take ownership of their online company profiles. By providing their customers with a place to share content, social media managers can monitor and track content which directly relates to their brand.
Consumers value their personal time and are loyal to those companies that make their lives more productive. Brands gaining some of the biggest successes in social media are engaging with millions of consumers through value exchange.
The most potentially transformative impact of social media is its ability to encourage brands to marry profit and purpose. The reason brands participate is that such outreach earns those companies social currency enabling them to start or participate in conversations that connect them to consumers in meaningful ways.
Social media requires that business leaders start thinking like small-town shop owners. This means taking the long view and avoiding short-term benchmarks to gauge progress. It means allowing the personality, heart and soul of the people who run all levels of the business to show.
Importantly, companies are using social media to do things that go way beyond just chatting up existing customers on Facebook. Sales departments use social to nurture leads and close sales. HR posts job openings and vets applicants. Community and support squads mine networks, blogs and forums with deep listening tools.
As a function of the easy access to information provided by the Internet, and the ease with which it can be shared thanks to social media, consumers are now better informed as to the behavior of brands and the multiple global crises we face.
Social media presents an opportunity for business people to connect and know each other prior to a phone call or email taking place.
Part of having a social media strategy is being smart about whom you follow. Ask yourself who is important to your company or brand. Figure out who needs to know you exist.
While social media is a one of the best tools to spread brand awareness, network, stay updated on the latest industry news, and catch up with friends or family, it's another huge time waster.