Perusing a company my soon-to-be graduated son has been courting, I found myself engaged in this very interesting video – part of 2010 Conference on Entrepreneurship. It is a fascinating overview of the threats and opportunities to business sales and customer service presented by the transparency of social media. It really is a marketing quandary and one not to be ignored. The video is a bit long but take in whatever you can. I think it might make for some interesting discussion.
And I’ll start with a few questions:
• Is your company maintaining on online presence?
• Have you had to address customer complaints publicly? If so, how did you deal with them?
• Who in your company is responsible for addressing these issues?
• Is there a defined standard by which employees use social networks to communicate on behalf of your company so they can move the consumer-company relationship in a healthy direction?