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Thursday, January 06, 2011

Listening and engaging

The following is common sense, please treat it as such.
There are two reasons businesses should become active in social networking; to listen and engage with people. I feel those are the two biggest reasons why any company, regardless of what industry they're in, should participate in these networks. There are things being said about your company right now, but if you're not present to hear it, how will you know and how can you better your company? Adding another layer, the people that are participating and listening are hearing what's being said about your company and the experiences that people are having with it. If the word is good, then that's great, more people are exposed to the greatness in your company, but if the word is bad, the opposite can happen.

Word of mouth travels fast, but digital words travel even faster. In the time it takes to launch your Web browser, one upset customer can share an experience with their online friends and those friends can share it with their friends...and so on and so on. Don't believe me? Take a look at how fast messages fly across Twitter's Trending Topics. While these are magnified examples of one message spreading across the Internet, if the issue is big enough, your company could be involved.

Listen to you your customers, learn from them and use that knowledge to build better products and provide better services.