- Listen: Whether you or someone else in your organization does this, you need to listen to the actions on the network. You can use simple tools for monitoring and get a better understanding of what customers are saying by PAYING ATTENTION.
- Ambiguity is a Good Thing: Visitors will always have good things and bad things to say about your company or your products. Your concern shouldn’t be how to respond to every comment, but how to organize them all. Positive and negative responses should be welcomed and give a sense of real CUSTOMER SERVICE when you reply.
- Test Your Purpose: Ask five people in your organization what they think your product is all about, what it stands for. If they all say the same thing, you’re safe. If not, it’s time to rethink your company mantra and stick to it. It becomes even more apparent when you try to convey on your social networks what you and your products stand for.
- Influence, don’t control: There’s a reason dictatorships don’t work well with the majority. Don’t try to control the conversations, just show up and take part.
- Be generous: Take some of the things that don’t seem valuable to you or the company and let your customers check it out. Behind the scenes tours, samples, etc. Don’t try to hide mistakes … openly apologize on your social networks and treat them like gold. Customers really are that important=)
