Social Media Marketing: You’re Doing It Wrong…
Some of the first killer applications for personal computers were electronic address books that replaced the Rolodex. They were simply contact management systems, electronic databases that made it easier to keep all of your contacts up to date. In the era before office networks, laptops, smart phones and the World Wide Web, many businesses would print out contact lists and share them with employees.
We spend a lot of time talking about how to make social media work for business and what kind of marketing targets social media users. But we don’t often take a step back and see the true impact that the addition of social media networks has had on our everyday lives. Ten years ago, could you ever have imagined what social media is, let alone how it has changed our world?
While so many companies, large and small, are turning to social media as a primary marketing tool, are they really listening to what their customers have to say on the networks?
“Listening” via social media is an interesting concept. Since social media is a real-time medium for interaction, quick responses are necessary in order to make your followers/customers feel like you are hearing what they have to say. Many companies use canned responses (much like that oh-so-annoying automated phone system) to reply to customer inquiries. It’s so important for your customers to feel like a real person is on the other end of the computer and is taking their question, complaint, or suggestion seriously.