Social media is about people talking to each other. So what are they saying about you?
Whether you’re retail or B2B, startup or Fortune 1000, corporate or government, what people say about you is based mainly on their interactions with you. That’s an area where small things can make a big difference, especially around sensitive issues such as bills, notices, demands, and your response to people’s needs and concerns.
For the customer, the voice of experience trumps everything. It’s one of the main reasons social media happened in the first place. People still want to see your message, but they also want an independent opinion. That means messages you have no control over.
That’s why a great social media program requires more than just a great social media strategy. The foundation is customer touchpoints that are positive, respectful, and authentic.