in my corner of the world sometimes it seems as though the effects of social media are or were a way off. I base this on conversations that I have had with with friends and family, sure everyone uses Facebook that’s a give-in. As soon as I mention the likes of Twitter, Foursquare, Flickr, or even Google + all I get is bamboozled looks like “what the hell”. Then I have to describe and explain what they are and why they are so awesome and useful.
I know and understand the value of social media especially when you add mobile into the mix. Over the last couple of weeks I have had proof that it is relevant, even in New Zealand.
As they say a picture can convey 1000 words, follow the below images –
As you can see, a customer has shared their experience with a business using social media. From right inline at a store using mobile web, this is point of influence. If someone from NZ Post was listening, or if they had a decent mobile / social media strategy they could react quickly to ‘real-time’ customer experiences. This in turn would increase customer satisfaction and help to increase positive customer experiences, your customers would spread the word about their experiences with their friends and family, “I had a really good experience at NZ Post , I tweeted about my experience and they reacted”. The very least if they were listening they could have responded and showed their customers that their concerns are valued.
Erik Qualman in his book Socialnomics said this about the value of social media feedback “effective companies and people relish critical online feedback. They use this information to make themselves more competitive by improving their products and services in the eyes of the consumer.” It’s not that hard to listen and engage with customers using social media, get a strategy and get moving.
If you need some help you could contact the awesome folk at Radian 6 who will help you effectively get on the pulse of your social media monitoring needs.