WHERE ARE YOU POSITIONED IN THE WORLD OF SOCIAL MEDIA

A recent newspaper article stated that more than 28 million people in the U.S. use a Blackberry device. An additional 78 million are using an Iphone or Itouch to make calls and wirelessly connect to the internet. Add to that all of the other mobile internet devices in use around the country, and pretty soon it’s easy to realize that the general public is only satisfied by receiving instant, up-to-date and relevant information. Mobile users are accessing the internet with these devices to instantly find your company, research your products and comment on the level of service received at your business. All of this is done instantly and with the simple push of a button. Once the message is sent, it cannot be retrieved and it exists in cyberspace without input unless you intercept it and control the message.


As we end 2009 and move forward into 2010, the most important thing a business can do is examine its position on the web and in social media. Social media and instant communications are now revolutionizing the way Americans comment on their experience with a company. Customers now post comments by instant message, on Facebook, blogs, Linkedin and a host of other sites. As a business owner or manager, you must be aware of what is being said about you and your company by your customers.

Businesses need to be aware of communication trends and how they potentially affect your business. Smart phones have maps showing your address, real pictures of your location, access to blogs and social media. The result is that customers utilize these tools to instantly communicate with their friends and colleagues about the level of service received at your business. The message and responses are instant as is the potential impact on your business. These sites provide a voice to millions to speak honestly and openly on all matters of customer experience. The scary thing is that customers may be having a positive or negative conversation with hundreds of friends via social networking while still shopping at your business. Even more problematic is if you do not even know that the conversation is occurring.

The trick for the business owner is to be a part of the conversation. Whether it is positive or negative, businesses need to engage and try to control the messages that are out on the internet by monitoring what is being said on these sites. If the message is negative, control the potential outcome by offering a solution or response. If the message is positive, pass it on and use it as testimonial advertising. Use social media tools and websites to get your own personal message out about your business, community activities and your products.

Businesses need to have a blog, a Facebook account, and a presence on other social networking sites. Content must be fresh and relevant. This means adding content constantly. Information that is hours, weeks or months old is irrelevant to today’s consumer. If the information is stale, customers turn away and find current information elsewhere. Businesses must monitor what the customers are saying on these sites and respond to both compliments and criticism. The worst thing to do is not be a part of the conversation. If you have a blog, add information to it at a regular interval and use it to respond to compliments or criticisms.

Customers want current and relevant information from the internet. Give them what they want and your business will be successful in the coming year.