When you’re thinking about your customer touchpoints, are you considering other ways customers may try to communicate with you or about you? Are your company or products mentioned on social media by customers having problems? While you may have the greatest customer support process in the world, it’s only good if people are actually using it to let you know about problems. Even if you’re not doing any other type of social media outreach, at the very least, monitoring for mentions of your company and products can go a long way for improving your online reputation.
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Considerations for Using Facebook for Business
Businesses get really excited about Facebook when they see news like:
The amount of content consumption taking place on the popular social network has also grown substantially where nearly 1 in 4 page views in the US took place on Facebook.com for the week ending November 13, 2010. The market share of page views for Facebook.com was 24.27% last week, 3.8x the volume of the 2nd ranked website YouTube.com with 6.39%. – Facebook.com generates nearly 1 in 4 page views in the US | Hitwise
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Review: Real-time Social Media Monitoring with Social Mention
Keeping up on what’s being said about a company or brand can be difficult with so many different channels. It’s even more challenging when people expect real-time responses via social media to problems and issues. A lack of response when there’s a problem can be more harmful than the problem. Social Mention makes it easy to monitor, not only what’s being said, but also who is saying and what the general sentiment is towards the company or brand.
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