There is a quite a bit of chatter about how companies should engage with online consumers within the social media space – including suggested service etiquette, rules of engagement, and how to simply listen effectively.
Social media has enabled a new channel for customer feedback. It’s more than just a one-way feedback opportunity, but rather the start of a two-way dialogue where the change process can be witnessed and the outcome quickly implemented. As a customer, how do we maximize this channel and these new dialogues to foster a valuable outcome?
Well, we could moan and vent about our frustrations via Twitter, Facebook or even Yelp, but does that offer workable substance. How is that productive? I mentioned in an old post that just because you have the means to tweet or voice your opinion online (and have a potential product/service grievance), doesn’t mean you should do so carelessly or without some thought to your desired resolution.
Samantha Ogborn wrote a great post, Social Media Karma: Why Your Voice Reigns that offers insight into how you (as a consumer) can effectively leverage and increase the value of your social media voice.