Customer Service and Social Media
Wednesday, March 10, 2010 at 1:32PM In the burgeoning network of social media, participants face an unprecedented permanency to their contributions. Posts, tweets, and responses have become part of a long-lasting and far-reaching conversation. So when a business or corporation chooses to participate in this exchange of thoughts and experiences, it can greatly benefit or greatly damage their brand.
A company that chooses to create a social media strategy has the advantage in building rapport and trust with customers. Companies must understand, though, that using social media as an effective marketing strategy is not just about advertising the latest deals and discounts; it’s about customer service. Conversing about a customer’s reaction to a companies products and sales is crucial to how their brand will ultimately be perceived.
Take for example, a twitter conversation between a restaurant owner and a woman who visited their establishment. The woman sees a tweet from someone who said they enjoyed their experience at Brasserie Pavil, and the woman replies that she did not enjoy it and would never return. Brasserie Pavil sees their tweets and joins in, asking for the woman’s phone number so that they could discuss her experience. The tweet conversation ends with a thankful response from the customer, and assurance that she would return to Brasserie Pavil soon.
