There are a ton of ways to interact socially with your existing and potential customer base today. Twitter, Facebook (News - Alert), YouTube and the popular new Google+ are just a few ways to interact. However, while most think they are using these tool effectively, they are actually not.
So, why are these platforms and their interaction often used incorrectly and seen as such a daunting failure? Because the concern with the ROI (return on investment) is the dominate focus while overlooking (or just not caring) about the important part of the I - the customer.
First, I (along with some other’s) hate the term social media. Media means push, and honestly the last thing any customer wants is more of anything ‘pushed’ onto them from a brand or company. If those wanting to use social platforms embrace social as an engagement and interaction (a chance to connect) with people, then the success rate of use will soar and the ROI will be realized.
This is keeping the ‘I’ on the customer, the individual, the group - you know, those who you get your return ($$) from. Companies spend enormous (often insane) amounts of money on research and yet overlook and misuse the perfect ‘FREE’ tools available to really connect and that’s what the social platforms are really about; connecting.
Social has bridged the disconnection between company and customer with a solid answer to ensure that you have every opportunity to, sometimes immediately, be with your customers and prove that you truly value your customers ‘I for Investment’ into your company, your brand or just you. Use social as it is meant to be used, for conversations and interactions, and talk with people. If you turn your Twitter (News - Alert)/Facebook/YouTube into a means of engaging discussions, if you respond to posts on a blog or tweet, if you ask questions and respond to replies in timely fashion, then you will know exactly where you are, where your customers are, what you need to do (or not do) or do better and all the while customers will ‘SEE’ the value you place in them and they will ‘WANT’ to do business with you.
It’s really that simple. Got questions or need help? Let me know I am here for you.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
David Vaughan is an industry veteran of telecom, now Director of Projects at TSG Global, Inc. To read more of David's articles, please visit his columnist page.
Edited by Stefanie Mosca
