Companies Need to Embrace Social Media
This is my response to Mike Schaffner of Forbes on his blog post about The End of Social Media. Incidently, Mike Schaffner looks a lot like my Dad. Mike thought it would be fun to be the first to declare the end of social media. Yeah okay, Mike.
Well first, I would say that Twitter is alive and well as I clicked on a link that was tweeted to come to your blog!
I think I would have preferred if you pointed out the improvements each social media site has made and as a result attracted many companies. BestBuy customer service is top notch because Best Buy has several twitter accounts @Twelpforce and even the CEO of Best Buy, Brian Dunn tweets. I think Best Buy recognizes that people are social and they need to be heard. Best Buy has fantastic customer service and as result their sales are up.
I think it also would have helped for you to point out that Twitter has added “Lists” to help people organize their friends lists. This instantly eliminates spam instantly. Lists allows me to group “my experts.” At any given time, I can ask a question about serious topics like mortgages, home ownership and parenting or less serious topics like movies, cooking and wine AND I GET EXPERTS to talk with me and advise me.
I think I would have liked for you to address the need for companies to train their associates to handle customer complaints through social media. I had a huge fiasco happen with my Home Depot order which was never delivered. The Home Depot @HomeDepot twitter responses were positive. I was suppose to receive money from the manager at my store, as this tweet mentions: http://twitter.com/HomeDepot/status/6211064778
I never heard from the store manager and when I let them know, they acted as if they never spoke to me, even when I pointed to that tweet. So having a presence online maybe effective, but it really depends on how the employees are taught to give customer service.
I’m curious as to why Business Bloggers think they need to be first to calling the “end of social media sites” or the end of Web 2.0. We’re still at the beginning of Web 2.0 and I can’t think of an easier way for customers to let companies know their thoughts about their products and service.
Hugs,
marlene
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