Be Cautious with Social Networking in Business
Be Cautious with Social Networking in Business
  • Natasha Willhite, US Correspondent of Korea IT Tim
  • 승인 2011.09.03 01:54
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Minnesota, USA -September 2, 2011 - 'Social Networking' could seem to be the 'answer' for solving all the problems of companies; yet, some companies think it is as easy as setting up a Facebook page and periodically signing in to comment on customers' inquiries and complaints. We must give a word of caution as connecting with customers in this way is not a 'part-time' or small task, but it is time consuming; there should be a position in the company that is dedicated to this purpose. Depending on the size of the company, it could range anywhere from 1 to 20 people or more. Even though connecting to social media is easy, do not let that fool you. Remember though, the benefits are strong: build customer loyalty, learn common drawbacks to products/services, and potentially retain customers who would have left without the 'one-on-one' conversation.

 

Play the part in social networking, but maintain a
Facebook business pages help to encourage new customers to try products/services since they can see the thoughts and opinions of existing customers; on the flip side, it puts pressure on businesses to maintain customer relations and change -based on customer feedback. In order to grow as businesses, we must learn how to adjust and meet customer demands; in this new 'social' world, there is no option to ignore anything, but rather improve all products and services. Luckily, we have our customers guiding us instead of having to 'discover' on our own.

 

However, social network customer service must be consistent with our 'help services' that are already in place. The goal is to meet the customers' needs as quick as possible; this requires the interaction to proceed to other means like e-mail or phone conversation -depending on how your business conducts customer service. After all, there is only a little that can be said in each comment. If a customer is to feel satisfied with your services, you need to reach out in other ways. Even though this cannot be seen on your Facebook page, it could encourage customers to write good reviews on it later. Your business page is important, but please remember that you do not want your page to be overflowing with 'conversations'.

Design your business Facebook page -or your other social network of choice - to display useful information for potential and existing customers; include information such as frequently asked questions related to products or services. If customers can get their answers right away, they are likely to be even more satisfied with your company. But maintain a 'social' presence because they need to be able to reach out and receive a quick response in some situations. Cut back on 'work' by monitoring the type of comments or inquiries and add new information to this section as needed.

Social networking form of customer service is not 'easy' work, but it pays off by giving us access to information that we did not have before. Most importantly, it gives us access to the customers. We can 'friend' our customers and these relationships bloom into 'good business.'



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