Yesterday at dinner with “the girls”, the discussion turned to social networks. Some didn’t quite get the appeal of Facebook and Twitter and an interesting discussion ensued. It took an even more interesting turn when one of my friends, who works for a major national brand, felt businesses really don’t want to monitor the social networks because they don’t want to know what is being said about them. While this may be true, I believe that even though the talk might not always be rosy, it’s important for brands to hear what their consumers say about their products.
Everything is an Opportunity
The way I see it, all comments are opportunities. The truth might hurt, but how is a brand to learn about what is hurting the business if they’re not monitoring the comments? This is a wonderful chance to find which areas need improvement and which areas rock. Why wouldn’t businesses want to take advantage of social media?
Good Customer Service Means Good Word of Mouth Promotion
There have been times when I complained on a social network about poor service or an item I didn’t like. Community managers from some of these brands reached out to me via the same social networks and offered to discuss. In most cases, we were able to resolve the issue in an amicable manner. After receiving such good customer service, I sung their praises to others and they received more business as a result. How can this be a bad thing?
People Trust in Brands that “Get it”
I love it when brands embrace social media or technology. When they “get it” it means they get their customers. It means they want to work with us and use the same tools we do. It means they’re not out of touch and really do wish to find the solutions that work.
Should Brands Monitor the Social Networks?
Heck yeah, brands should monitor the social networks. To not do so means they’re missing out on an important opportunity to touch base with their users. Frankly, I don’t think I would want to deal with a brand that isn’t interested in learning what I think.
How about you?