In this day and age of social media, you can longer hide behind a fancy company logo or nicely produced TV ads touting how your company is “#1 in Customer Satisfaction” because in a matter of seconds someone can do an internet search to find out if that really is true.
Companies have no choice now. They have to change their way of thinking and how they approach their marketing efforts. It’s not about pushing products or hiring a PR agency to do the “dirty work” of communicating with customers or clients. Companies now have to actually do what they are supposed to be doing in the first place, which is to provide great customer service. Businesses can no longer just get by with standard, mediocre service because most likely there is a competitor out there who is getting 5 star ratings on Yelp or Amazon, and people are going to buy from them instead.
People Still Ignorant to the Power of Word-of-Mouth Marketing
It’s interesting to know that there are still many people who just don’t understand the power of social media. One bad email could go viral in a matter of hours, causing damage to a person’s career and wreaking havoc to a company’s reputation - as is the case with Paul Christoforo, who may never be able to work in marketing or public relations again. The big takeaway from Christoforo’s fiasco is that if you are going to call yourself a “social media expert”, then you should understand the power of social media. You have to know that everything you say or do while performing your duties will be scrutinized by the interwebs, especially if your actions are unprofessional.
No matter how you look at it, we all work in the service industry. Our job is to be nice to everyone because every person could be a potential customer or client. You just never know who that person knows or how many followers they have on Twitter.
So Many Opportunities to Change Business
Once you know and understand how social media can make or break your business, it has to be communicated to everyone in your company. As Jay Baer mentioned in the video, with social media we have an opportunity to change how we do business. This is our opportunity to make real connections with customers and be social with them. This is also an opportunity to change the culture of your business and find employees who are passionate about what they do - passionate enough to actually care about customers.
What will you do in 2012 to change how you do business?
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