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Both online and offline, it is important to understand the motivations and priorities of everyone who is impacted by your company, including people and groups who disagree with you. Social media allows companies the opportunity to build relationships by interacting directly with their customers and employees. It also allows activists, dissatisfied customers, and disgruntled employees the opportunity to voice their concerns and opinions. Because of social media, both the happy and the unhappy comments are available for everyone to see. Whether it is from organized groups or active individuals, companies can choose to listen and respond - not just by choosing the right words but also by taking the right actions. Another good case study is Domino's Pizza. They did a great job listening to embracing negative feedback from customers on social media and using it to transform not only how they market their products, but the products themselves. ( Angie Moncada
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Addventures is now following The Typepad Team
Mar 23, 2010