Communities have changed a lot in the past few years, having manifested online in ways no one could have previously imagined. Still, some things have stayed the same. Social networks allow people to broadcast their views much the way they do in person, but often with much greater reach. Much of the time those opinions are positive, is your brand ready to respond when they’re less than complimentary?
As more companies are realizing, online conversations are varied and complex. While this fact is daunting, it also points to a great opportunity: To join conversations and provide value to customers who are asking for it, and even those who aren’t.
One of the best ways to join these conversations is to create a Twitter handle dedicated to serving customer needs that is separate from your business’ main account. Not only does this approach prevent dilution of brand messaging on your main account, it also gives you a way to provide meaningful content and tips from a valid source. It’s the same reason most companies have dedicated customer service numbers.
Read on for best practice from General Motors’ social media lead Michael Savoni by clicking here.