Social Media and Missed Opportunities
Some months back, I wrote a post about some very positive social media experiences.
What’s on my mind now? Organizations and their missed opportunities in social media. It’s not that I’ve had bad experiences… it’s just… well, let’s say… there were missed opportunities.
Let’s start by saying that if I have a positive experience (in real-life) with your brand, I’m very apt to tweet about it or status update about it or even blog post about it. I’ll go so far as to look up your brand to see if you have a social media presence on one of these platforms. If you do, I may even mention you or tag you in my post, making it really easy for you to notice. What I’m amazed at is how infrequently that gesture seems to be recognized or acknowledged, much less encouraged or lauded.
Social media is a two-way street. Social media is for listening. Social media can be monitored. No longer do you have to wait for comment cards or surveys to be filled out or even emails or calls to customer service. There’s a good chance that your customers are out there talking about you. And guess what? It’s not just happening in the hallways at work or with the soccer moms at practice. No, it’s happening in very public places like Twitter, where the conversations are being recorded and sometimes repeated… and where you can join in. In fact most would welcome and encourage your participation. You know what else? As much as people like discounts and programs and clubs, as much as anything, they want to be acknowledged.
Business more than ever- due to social media- is personal. You treat your customers with respect when you’re doing business with them. Why not even more so when they’re taking it on themselves to be your passionate evangelist? They didn’t do it for a discount in the first place. How much more would they be talking you up if you gave a response? Imagine yourself as a child… you proudly showed off your artwork, your test, your report card, or your science project or told of accomplishments on the field, in the band, or in a club, if your parents gave a tepid response, you were less likely to value that activity. On the other hand, if they showed interest and enthusiasm, you, in turn, would give greater attention and diligence to that activity. Don’t you want your customers, clients, employees, and/or members to have the same kind of positive reaction?
There are conversations going on about you now. Many may be very positive. Are you listening? What are you doing to encourage and foster this dialogue?