While driving to dinner with my family this past week, my sister promptly updated her Facebook, Twitter, and Foursquare account about our plans and where we intended to go to dine. After dinner, she quickly checked her phone to notice that others had commented on her status their opinions of our choice. All of them basically informed her of how much they loved eating at the place we had chosen, in which she replied how good it had been.
Now, I’m sure at this point some of you are wondering why I’m describing this tedious conversation about a dinner, but I actually do have a point mixed in there. Basically, it’s to say that social media and present day technology plays a major part in managing your company’s reputation and it’s a serious thing to consider, because just as easily she could have written back about how lousy the service had been, how the atmosphere was daunting, or how the prices were ridiculous!
It’s important for companies to remember that consumers and competitors now have a way to share feedback in an instant to hundreds and thousands of people, with the chance to quickly spread to even more people! That’s right…they are using social media, email, and other technology to quickly tell hundreds of people how great of an experience they had or how terrible.
For some companies it is such a concern that they have actually designated people to acutely focus on the social media networking sites in order to establish and follow a reputation management strategy and monitor any consumer feedback about them. That way concerns and feedback can be addressed immediately if need be. Bottom line is though: to keep your consumers happy you have to WATCH the social media networks and LISTEN to consumers and then HELP them to achieve the results they are ultimately looking for.
Lavon Temple | Marketing
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