The Wrath Of Social Media: Why Customer Service Is A Must

So, are you one of those businesses still holding out on the Social media world because it’s “A Waste Of Time”?

Well guess what? The conversation is happening whether you want to be involved or not. And, it’s stronger than you might expect.

In today’s world, the customer has the power. As a business owner, you are NOT in control. People will spread ideas and opinions about your business faster than you can imagine. That’s called Viral Marketing. And you better believe that they will spread it. Good or bad.

So how do you work with Social Media and keep your PR under control? We’re going to go through a few things that you should do in order to make the best of the tools that are out there.

Accept that it’s not going away.
Yes, I know some people want to hide under a rock and hope that the whole “Fad” of social media will go away. Well, its not going to. As a matter of fact, its going to become less of a fad and to most it will just be a way of life. People are conversational creatures. They feed off of communicating. That is why Social Media has such appeal to the mass populous.

You just have to accept that it isn’t going to go away and start being part of it. Just like the days of not having a business website are all but gone, not having a Facebook page are also going to be the downfall of running a business.

Now I know businesses that still don’t have a website. Some even do fairly well without one. But, most aren’t that lucky. I even know of businesses that have lost million dollar deals just because they didn’t have a web presence. People don’t want you to send them a brochure. They want to check out your website.

Simple as that.

Be Active
You can’t just sign up for a Facebook or Twitter account and expect it to run itself. You have to be proactive. You have to actually post things. Share useful information. Promote it to your customers and prospects. It’s all about relationships. You have to actually connect with people. Ask questions. Answer other people’s questions. Share ideas. And thank people for being part of your community.

You have to build a tribe of raving fans. People have to feel that they can connect with you and that you are a real person that cares, not just another faceless corporation.

Give people a reason to like you. It’s all about liking and trusting you.

Be PROactive!
If you do get negative press or someone does say negative things about your company, be proactive. You have to make an effort.

Now we all get customers that are just unreasonable and there is no pleasing them. There are people like that out there. That is part of doing business. But, if you have publicly tried to work with that customer and have done all that you can, if you are proactive online and share that with others, people will see right through the negative people like that. They will see that you tried to fix the issue and that you are an honest and willing person or company.

They will love you for it. You’ll more likely get a stronger following because of it.

People want honesty and want to be heard. In today’s world, they not only have a voice but they have a very loud voice. Do you want to be on the other end of the megaphone or would you rather be right there with them with your loyal following waiting to hear every word you have to say?

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