Direct-to-Customer Commerce

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Strategic insights into the direct commerce industry, including ecommerce, direct marketing and related fields

Are you using Social Media for Customer Relationships

If you’re not, you probably should be.  When your customers mention you in Twitter, on Facebook, or in any other social media, they are giving you feedback — good or bad — and it’s your chance to interact with them.

Don’t let these opportunities go by.  And don’t let social media only be the domain of the marketing staff.  Because social media are not just for distributing promotion codes or advertising messages.  Social media are for venting.  For praising.  For bashing.  For ….

Social media are your chance to demonstrate you are listening, paying attention, and willing to do something.

New tools are coming out regularly … they are very affordable for most companies.  You should monitor the social media with the same discipline and focus as you give your phone calls and emails.  Well, maybe more focus, because a lot of companies try to avoid answering the phone and take forever to answer emails!

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Filed under: Ideas, Opinion, , , , , , ,

One Response

  1. cmullins1 says:

    I completely agree with this! As a Public Relations major we are studying how to use social media to effectively build and maintain customer relationships. I think responding on social media is so important because often times people post and do something when they are mad…and if the company responds it feels like the are actually listening and care about their customers concerns and problems! More companies need to start doing this.

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