Social media affords entrepreneurs with the ability to listen and service the needs of their customer base in a way that has never before been possible.
It used to be that the majority of customers would either harbor their disconent or perhaps share it with a friend or two. Yet this sort of consumer dissatisfaction was difficult to correct.
How can a business effectively address something they aren’t aware of?
These days, it’s not uncommon for that consumer to hop on Twitter to share their rant with the world, perhaps even accompanied by a Twitpic or two.
This sort of instantaneous customer response provides an often-overlooked method for the astute entrepreneur to multiply profits.
Responding directly to the needs of their target market isn’t just an excellent way to maintain healthy customer relations, it is also a way a business can refine their product and spread their good will.
Last year when uber blogger, Dooce, shared her dissatisfaction with Maytag on Twitter over a scuffle with a repairman, she had a high ranking representative for Maytag on the phone within half an hour asking what he could do to make her happy.
Maytag found themselves in the midst of damage control, answering to a blogger with over a million followers.
The smart business knows enough to stay ahead of the curve.
Major corporations are turning to social media in an increasing effort to both connect with their customers and respond to their simple concerns.
What is your policy on returns?
How long will that take to ship?
Can I get this repaired if it’s defective?
These are typical questions consumers are asking.
In a tough, competitive economy, it only makes sense that those businesses reaching out to their customer base would be the businesses adding the most benefit to their bottom line.
