Do you have a Services Social Media Strategy?
By Tom Floodeen on Nov 07, 2011
At this year’s Technology Services World (TSW) in Las Vegas, Social Media was again/still one of the buzz words. There were several sessions covering how various companies are dealing with the social side of business. Having also struggled with how to incorporate social into support, I know it is not an easy problem to solve. In some cases social tools, like Twitter, do not really help you service your customers, but they certainly help you find the ones you did not service very well. If you are not plugged in, there could be entire conversations going on about you or your brand without your involvement.
Companies have started creating positions aimed at getting social understood and leveraged. You are starting to see positions like “Director of Social Interaction” and “Vice President of Social Strategies”. I believe companies that take this movement seriously will come out ahead of their competitors. Companies that ignore it, or are slow to address it, will likely reduce in size and influence.
If how to address social in your business is keeping you up at night, take a few minutes and check out this white paper: Four Fundamentals for Using Social Networks to Improve the Customer Experience. Let me know your thoughts.