1. Fear - Of course we know fear is all in the mind and by the looks of it, there are some pretty vivid imaginations out there. Remember when companies feared putting up a blog with comments because, “What if someone says something bad about us?”. In contrast, companies successful with social media are celebrating such criticism and showing how well they address customer concerns – in public.
A presentation during the Rise of Social Commerce event from Altimeter Group yesterday by Bob Kupbens, Vice President of e-Commerce at Delta.com, included a slide featuring a customer comment that used the words “Delta” and “suck” prolifically. No one thought any less of Delta as a result. They listened intently on how Delta is engaging customers.
People know that companies aren’t perfect and there will be issues. Social media opens lines of communication for customers to give companies feedback on things that really do need to be fixed, when they otherwise might have go unattended and become huge problems. Companies need not fear the social web, just because they themselves are not social. Harvest internal talent, technology and even outside advice if necessary. Make a plan and commit to objectives along with the top down support necessary for organizational change. Read the Original Article here..
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