Archives for March 2011

I’m not exactly sure where companies got the idea that social media is a quick fix. Pay for a bunch of followers and BAM! you’re rich! Sure, there are ways to shortcut social media by basically paying for numbers (followers, fans, traffic). But a big number doesn’t guarantee you any business and in some ways is worse than being at square one (because you’ve dumped money into something without a clear return on investment, ROI). There is a dangerous allure in the empty promise of speed in social media. [Read more…] about The Dangerous Allure of Speed in Social Media

The entire point of the social web is to allow people to connect to people in ways that haven’t been possible before. Businesses use the social web in order to connect directly to their customers and potential customers. Part of being on the social web is listening and responding to customers and being transparent about those conversations. People talk about your company and products all the time. By having a presence online, you have the opportunity to be a part of those conversations, not only to help solve issues and get your side of the story heard, but also to improve products and services for future customers. [Read more…] about Comments & Response – Moderation vs. Transparency