This week’s lecture provided some pretty interesting examples of how companies are utilizing social media to connect with the consumers. I really enjoyed learning about how KLM (Royal Dutch Airlines) employs social media. This organization has such a great focus…their customer! They’ve joined social media not to promote their business but to help the customer and promise a response within 24 hours. I think this is amazing! (I actually challenged them and tweeted them…it’s been 45 minutes with no response! They’re cutting it close!)
If you read my blog post last week you saw that I have been having some issues with Citibikes…these issues are still ongoing. I still haven’t received my refund and every time I’ve called customer service they provide me with very little information. I’ve tweeted them a handful of times with no response. However when I go on Citibikes Twitter page I see they are active. They are ultimately doing themselves a disservice because I am not going to let this or my money go!
Social media is giving the customer a voice and we deserve to be heard. Brands need to recognize this and implement the practice of listen, respond, listen into their repertoire. After all, “it’s social media dummy, so be social!” I believe if more companies listened to their followers and responded to their posts they would see a dramatic change in the type of activity they see on social media. This is something I try to incorporate into my own practices on social media.
While I currently do not run a company Facebook page I plan to help my dad and his dental practice with his social networks. Putting myself in the patient’s shoes will help me narrow our focus on what kind of content and tone we need to establish on his social sites. Ultimately it needs to be positive, but as we saw with the Virgin Railway example it’s not always rainbows and butterflies. Being able to confront negativity and change a bad experience into a more positive one can change someone’s opinion completely. Social media is enabling us to do this on a more personal level!
From a personal perspective I try and illustrate the same behavior on my social networks. I am trying to promote myself as a brand, a social media expert. I try to engage with my followers by asking them questions, responding to all of their comments, and be human with my content. I think these aspects contribute to the success of brands on social media.
What do you do to connect with your followers?