What to make a big difference in social media and stand out from your competitors?
Respond to every email question, every good and negative tweet, and every good and negative Facebook post within minutes or one hour. Think it's impossible? Think again. If you don't, every minute that goes by---especially for a negative post---the customer continues to be angry and continues to tell family and friends.
Don't have enough staff? You do. There are plenty of businesses and organizations ---- large ones ---- that have one person handling social media. You just need someone who loves doing social media 24/7.
Think of it this way: If you were a customer how would you like to be treated? How impressed would you be if you posted a negative comment and received a message from someone at the business asking how they could help? It's happened to me and it immediately changed my opinion of the company. I applaud Home Depot. I had a big problem that was not solved initially at the store level, tweeted about it and within minutes received a direct tweet back from someone at Home Depot asking how they cold help. Within minutes the store manager was on the phone with me.
Research backs this up: According to research from Conversocial, social media users expect the connection will be two-way.
It's all about the customer experience, online, in store, and especially with social media.
(c) Joseph Barnes www.Digital3000.net
