Business Transparency & Social Media

The goal with SMO in most cases is not to sell more but to engage and connectwith customers on a deeper level — and, as a result, through such engagement people feel more comfortable doing business with those companies. The most popular brands in social media tend to post less about their products or services and more about things that help their customers get to know the people and personality of a company. Jeff Swartz, who is the President and CEO of the Timberland Company, is a great example of this. Swartz uses his Twitter account to show his personality by tweeting about his life and the social issues he is passionate about, rather than the shoes his company makes. He also links from his Twitter bio to Timberland's Earthkeeper project that supports environmental awareness, rather than to the company homepage, in an effort to make a connection with people around something that goes beyond just the products Timberland sells. Lesson: Rely less on PR tactics and grab at the opportunity to interact with your customers sincerely.

Being able to communicate on such a wide-spanning platform also allows for small acts that express gratitude and a commitment to customer satisfaction. Sites like Facebook and Twitter provide businesses and their followers a broadcasting network, and businesses are beginning to see that rather than spending millions of dollars on traditional ad campaigns, small acts can be more valuable because people will inevitably share such experiences through the social web. In the past, if we had a very bad or very good experience with a company, it could take days or weeks to tell all of our friends and relatives about it. Today, in a matter of minutes, we can let all our friends on Facebook or followers on Twitter know about what happened. When every customer experience can be easily and widely broadcast, small issues become extremely important. Since bad experiences are broadcast just as fast and just as easily as the good, it pays for companies to pay attention to the one-on-one customer relationships forged via social media. Lesson: Instead of only relying on big campaigns, make authentic, helpful relationships and communication the new campaign.

For generations businesses have stressed over the concept of image and maintaining a carefully crafted public persona. Of course companies need to have employee policies, and there is such a thing as bad press, but look at the most popular companies in the era of social media, and you'll generally find the ones that give their employees freedom to be themselves in online spaces. The goal should no longer be to create a very controlled and polished image that everyone in a company tries to reinforce, but rather to give employees the means necessary to be human beings that can put a friendly face on the corporation. Also important is being aware of what online perceptions of your businessare. How people connect with your business dictates to a great extent the longevity and reliability of their association with your brand and service. Therefore, it's not just about what you tell them about the business, it's also about what political stances you take and what information you share and Lesson: Leave the dated concept of company image behind and embrace your business's differences and human qualities.

To engage with customers, it is no longer enough to have an email address and customer service number on one's website. Today, people want to interact with and engage businesses via their chosen means of communication, whether that is Twitter, Facebook, discussion forums, or a feedback site like Get Satisfaction. However, this omnipresence also presents an added challenge: listening to what your customers want and implementing suggestions. Any expansive platform also adds extra responsibility to use the information gathered in a way that is both purposeful and helpful. This means that just as it is extremely important to reach this audience, it is also important to make the changes they are asking for. Keeping lines of communication open during this process is also helpful since feedback is available with every step.

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