Social media has grown way beyond being a marketing, public relations, and communications tool. At its heart the core of social media is connecting people, an ever evolving opportunity for people to engage, discuss, and share perspectives, opinions, and information. So by definition social media impacts most aspects of an organization including product development, customer service, HR, and crisis management.
Are you thinking through the best ways to use social media effectively throughout your organization to meet your goals and build community? Here are just a few examples of the many applications social media has across the organization:
Customer Service. Customers and potential customers are most likely discussing your products and services online, providing a constant virtual focus group. If customers do not get the service they want or something goes wrong with a product, they will be quick to share it online. Be sure to respond quickly and helpfully, remembering your response and the customer’s are in a very public forum.The positive is when you shine, you also may get complimented in that same public space. Obviously you want the positives to go viral, not to be a negative example used by social media experts for years to come (as happened with “United Breaks Guitars“).
This is all one more reason why most organizations want to have a strong presence on primary sites like facebook and twitter to provide outstanding customer service while also supporting their branding and messaging goals. Many organizations also encourage customer reviews on their own web sites getting the opportunity to address issues as they arise and get honest feedback about their products.
New Product Development. Listening to customers’ conversations on social media can provide invaluable input and pinpoint trends to help hone current products and services and get ideas for new ones. Innovative organizations have set up special web sites to invite customers to share new product ideas and vote on favorite ideas others have submitted, for example “My Starbucks Idea.” The sites often offer incentives such as potential prizes for winning ideas.
Crisis Planning and Management. The power of social media to build community and communicate makes it a critical interactive tool in a crisis. Messages can be communicated on the fly to the public and the media. Conversation on sites like facebook and google plus about ongoing issues can keep people up-to-date and get their questions answered.