We've covered a lot of social media themed ground around here, gotten on some kicks, and beaten a few drums. All for worthy causes, but for what good? Sure, your password will be safe (what do you mean that your password isn't a 16 character alphanumeric and special character acronym? Gah!) and your company has a nice, complete social media policy that everyone's signed and familiar with (right? right...) but what after that? Well, as this article points out, if you don't then listen, you've just waisted a lot of time. Social media isn't just sitting at a keyboard, talking into an abyss. It's about listening to what your customers/clients/users/prospects say back to you. And, I can't emphasise this enough, it's about listening to both the good and the bad. Listen. Hear and take into consideration the bad that is said. Try to analyse what is going wrong, and fix that. Let your consumers know that you've heard them, and are working to fix whatever the error may be. At the same point, listen to what is right, and try not to screw that up, shall we? I've seen many products "improved" badly, when they were perfectly fine to begin with (New Coke, anyone?)
Ignoring what your consumer says about your company, your brand, is nothing but disaster awaiting. Back in the pre-social media days, it was said that one person would tell 80 others about a bad experience. Now, that number is not capped at 80. Nor is the number limited for the amount of people that will see your praises sung. Listen, be helpful and attentive to your clients, and you will see the benefits.