Many businesses think “If I set up a profile on Facebook or Twitter, I’m using Social Media”.

Not quite.

I seem to be a broken record as I repeat: It’s all about engagement, engagement, engagement (and listening!)

In Twitter, take a look at the following accounts:

Home Depot Canada:  http://twitter.com/homedepotcanada

Pizza Pizza Canada: http://twitter.com/PizzaPizzaLtd

Forever 21: http://twitter.com/Forever21_tweet

What do you see?

1) They don’t follow back most of their followers.

2) They PUSH messages out more than they are listening and engaging (HELLO old-school marketing!)

They simply don’t “get it” that Social Media is changing the game of marketing.

Here’s are a couple of businesses that DO get it:

Cold-FX

COLD-FX noticed that someone tweeted about their product, and they rewarded them with a coupon.

And Porter Airlines:

With a simple explanation and response, Porter Airlines just turned a potentially negative customer experience into a positive experience for this stranded traveller.

Are you using Social Media to listen to and engage with your target audience?

Or, do you have any examples of a great customer service experience?

Please share your thoughts…..

About Leslie Hughes

Leslie Hughes is a LinkedIn Optimization Specialist, Professor of Social Media, Corporate Trainer, Principal of PUNCH!media and author of “CREATE. CONNECT. CONVERT” Leslie was called a "Social Media Guru" by CBC Radio and was featured on CTV’s “The Social” discussing how to manage your digital identity. Leslie has been working in digital marketing since 1997 and founded PUNCH!media in 2009. PUNCH!media clients include Investment Planning Counsel, Guardian Life Insurance Company of America and TVO. PUNCH!media's goal is to empower through education and help executives gain confidence in their online presence so you convert higher-paying clients. www.punchmedia.ca

1 Comment

  1. Andrea K on November 22, 2010 at 10:21 am

    Thanks for the reminder that it is in fact all about listening and engaging the customers.
    So many businesses have pushed social media onto marketing teams that are not equipped to manage it (on top of everything else they are doing!), and more importantly these businesses still believe that they have to be in control of the dialogue in order to ‘manage’ the content. As a traditional marketer I confess that the shift has been challenging, but I am learning to embrace transparency in my marketing efforts…albeit somewhat reluctantly at times!