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“Connected consumers understand that through the concentration of connections, their social experiences, digital literacy and the value of content that populates their streams are intensified” ~ Brian Solis (The End of Business as usual)
Social Media is more than Twitter, Facebook and Google Plus. Social Media is a revolution in the way we communicate, learn and share information.
Only 14% of today’s consumers believe advertising – over 80% rely on the recommendations of their friends.
Nearly 50% of Canadians are active Facebook users
The average Canadian has 190 friends on Facebook (http://www.6smarketing.com/images/canadian-facebook-statistics/ )
The ROI in Social Media is: Your Business will still exist in 5 years
But “What if they say something bad about me?” this is the second most asked question I encounter when I speak to prospective clients.
It’s a very good question because if you open yourself up to engaging your customers in conversation you will encounter those who are not totally happy about your product or service. Fact is, the connected customer has huge potential to recommend you to their network – with that comes great danger of criticism spreading just as fast.
Fact is that the connected customers will share their opinions of you if you are present or not. That’s why it is essential for any business to be present – it enables us to amplify our positive brand image and deal with questions right at the source.
Reputation Management does not stop at the computer keyboard though. The connected consumer sheds the light away from discounts and price-wars to customer service and value of information.
In my presentation at OKDG I will introduce a number of hotspots we should monitor and a few tools how to do this. More importantly I would like to open the discussion to the more general customer service question: “What to do with difficult customers?” Do we delete, ignore, argue…. ?