You’re in the Customer Service office of a major brand. Next to you is an elaborate phone system that allows you to send, receive and manage hundreds, even thousands of call a day. That phone rings, you answer it, right? I mean, isn’t that the point of the phone? Sure, you may be putting out calls all day, but, surely when that phone rings, you answer it.
Think of Social Media as that phone. If somebody calls you (ie. Tweets, Messages, etc.) you need to make sure that someone, anyone, is there to answer it. Otherwise, you defeat the purpose of SOCIAL Media.
Sadly, this is still a very common fail with brands, both big and small. The big ones are often too big to notice you and the small ones maybe just don’t get it, or don’t “have time” to engage...Read More