Pick Up The Phone!
Chapter four of Jay Baer and Amber Naslund‘s book The Now Revolution starts with The Social Phone Is Ringing. If somebody calls your number or sends you an e-mail, you don’t hesitate to react and answer. So why not do the same when people try to reach you using social media, is Jay and Amber’s message.
That is exactly how I think about the interaction with customers in Social Media. I could not have said it better (ahum).
Pick up the Social Media phone!
Nothing Special
Social Media is not that special, mysterious, dangerous, sophisticated or weird medium that a lot of people think it is. It is a collection of communication tools and channels, nothing more and nothing less.
The only difference is that every thing you say and every reaction you give can reach a lot or – if you are lucky, or not, depending on the nature of your message – a very big lot of people. So you may want to be a bit careful with what you communicate.
Choice
And like your customer has been given the choice to give you a call or send you an e-mail, he can now also decide to contact you via Social Media. He can at least try it. If that is not possible, he can call or e-mail you, but there is a chance he will not like you for that and there is even a chance you will not hear from him at all.
So it is your choice to be on Social Media or not. But you should at least monitor what is being said there.
Always realize it is your customer that makes the choice between phone, e-mail and Social Media. And it may well be you are more depending on your customer than the customer is depending on you. So I think it should be clear to you what to do.
Not
But what if you are monitoring Social Media and nobody is talking about your business or products?
One of the best reasons for you to start the conversation! Because if people are not talking about you, it may well be that nobody is very interested. And that is also something you should not want to happen.
The Now Revolution
The Now Revolution is a great book. It is not so much about how to use Social Media, but more about how to arrange the Social Media activities in your business. How to listen, how to react and what to do when things go wrong.
And what I liked the moment I opened the book, are the many Microsoft Tags in The Now Revolution that link to additional information, videos and more. A very good example of how to make use of these Tags (or QR-codes). Linking off-line with on-line and that way lengthening the lifetime of the book. Because the on-line information rlated to the content of the book can be refreshed an kept up to date on a regular basis.
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