If you read my previous blog titled “When does Ray Wang Sleep”, you’ll know that some very powerful information can be derived from social media data. In this post, I’m delving into how to make use of that kind of power to more effectively engage your customers. Continue reading…
Marketing, sales, and service teams each have their own unique interests in and, thus, approaches to social media interactions.
Social media conversation from business to customer has been a largely ad hoc affair to date. Some companies have used the direct interfaces of Facebook and Twitter to monitor the social noise that concerns them through simply having a company Facebook page or by crudely searching for the company name in Tweets. Others have used monitoring tools, which seek to filter out some of the noise out, or broaden the number of media sources a team can easily monitor through a single application.
As social media monitoring matures, it will undoubtedly fall back in line with more traditional thought patterns, even though it is a disruptive new technology. Quite simply, companies still want to do the same things, it’s just the media and engagement model that’s changing, not the simple goal of making money.