There is no doubt social media has revolutionized the way people communicate. This includes companies and the way they interact with consumers. As you may already know, social media is not just about opening a Facebook, Twitter or Youtube account and talking about your product. It requires a lot of effort and the publication of relevant content to build trust and credibility. One thing, however, that most companies are ignoring, is the importance of social media metrics and monitoring. It is of extreme importance to know what is being said about your company or brand. It is also important to respond in a sincere way when you get good or bad feedback.
I thought I’d share this video that highlights the importance of the points mentioned above. I think this is the perfect example of the power of social media. The outcome could’ve been different had the company reacted promptly and provided a solution to the upset customer:
United eventually contacted Dave (After the video had been viewed thousands of times) but it was already too late as the damage had already been done to the company.
The moral of the story? Social media is here to stay, let’s use it to establish positive relationships with consumers. Let’s be connected and know what is being said about our brands and more importantly, use this medium as a way to have a sincere dialogue with your customers and potential customers.