Managing Social Interactions With Clients

The instantaneous sharing of information using social media can be difficult for many companies

. With Twitter, blogs, Facebook and other social media that allow people to share information quickly to a network of people, it has become easy for people to provide their opinions about products and services to others. This can be a great thing for companies but at the same time, it can also be a bad thing for businesses. It has become harder to control conversations about a brand online.

Companies that do not capitalize on social media are losing out on cost-effective tools for spreading positive information about their business online. They can also use social media to respond to their most vocal customers, those that really use social media to share good and bad reviews about the brand online. When a company understands the power of social media then it will be able to capitalize on the power of social media to reach people.

Companies can use social media to issue apologies, send out press releases, respond to complaints and do other communication functions using social media. When the company masters the use of social media in its favour then it is capitalizing on a very efficient and cost-effective way to communicate with the public.

When companies are slow to respond, a negative issue can completely blow into a big problem that will take more time, sometimes even more money to rectify. As much as possible, companies must resolve small issues before they become big problems. For customer complaints and issues, a company must be able to respond appropriately as quickly as possible.

Companies that are slow to respond could be flooded with complaints or can find themselves in even more difficult situations just because they did not nip things in the bud. Often clients who may have had a disappointing experience with your business want nothing more than an apology or the assurance that the company will look into the situation and find a solution. When companies are slow to respond then their clients might think that they are not paying enough attention to their clients. When companies ignore complaints and issues brought up against the business, that gives the complaint, the complainant and the issue to gather steam and to become bigger than they really are.

For dealing with customers, make sure you have very clear rules of engagement. Make sure people using social media for your business know what they should say when they should say them. It also helps when all customer service representatives are very knowledgeable about the products and also understand the marketing and branding efforts of the company.

by: Lawrence Perry

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