Creating Value in Your Social Network: Starting with trust
This slideshare video has been circulating the social media scene; this is ironic because many of us already using these tools are too familiar with it’s content. However, it provides some great stats and organizes a few thoughts.
If you made it through (or even if you didn’t), navigate your way back to slide 21. I’m among the few lucky enough to work for a web development company OBSESSED with great client ROI–and our clients are just as enthusiastic. This leads me to wonder “wtf” are the traditional television advertisers thinking… ANYWAY.
Creating value in your social networks starts with trust. Consider the infamous Comcast Twitter example: It began with one Comcast employee who began addressing customer complaints/issues as they’d gripe to their friends on Twitter (I’ve heard it’s since grown to a team of employees). These complaints/issues were ALREADY being talked about…and unaddressed, allowed to spread virally. Rather then the complaint resonating without resolution, the employee went above and beyond to solve problems–thereby incurring some great benefits:
- increased customer satisfaction
- resolved potentially viral negative press
- personal attention continues to reinforce consumer TRUST for the 2,239 users who follow the employee(s)
- News media picked up on their tactic and starting talking about it–FREE PR!
Cons? (They have to exist, right?) There is a time cost related to addressing these concerns (much like staffing a call center). Also, you have to understand social media: treating it like traditional avenues will TANK you. Stay tuned for a blog on how to use content to feed your social media conversations.
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Tags: Social Media, Twitter
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