The presence of social media in modern marketing is no secret these days. Almost every major brand you can think of can be found on Facebook or Twitter. As I mentioned many times before I truly feel social media yields the best results when you actually interact with your audience instead of simply posting updates and links.
As a business person reading this I’m sure you are thinking ‘That’s great in theory but I don’t have the time or money to sit online and chat with everyone in my network.” Interacting on social networking sites does not always mean mindless chit chatter. Take a page from companies like Dell and Comcast who both use Twitter for customer service. Twitters search options makes it easy for any company to type in their name or product names and see what people in the twittersphere are saying about them. If you happen to run across a customer who is complaining about your products or services you can @ reply them instantly and take care of the situation. Most likely other people in the customers’ network will see this interaction and appreciate your company taking the time to resolve the matter.
Good customer service is an essential component of any successful business. Using social media as a way to provide customer service will not only help you keep existing costumers happy it will also prove to potential customers that you are a company that cares about its clients.
