With so much exposure and transparency on social networks, it’s important that companies are attentive to their user base and the person acting as community manager or chief of customer service needs to be aware of the various outlets that their customers will be sounding off.
I follow Twitter, Technorati, Google Blog Search, Google Alerts and our forums and I am always waiting for a bit of feedback about our service. It’s usually good but sometimes there are some complaints that can generally be resolved over a few tweets or a couple of emails. What customers love is speed and responsiveness from the companies that assist them. You may know about Twitter and search for your company once a week but that isn’t good enough. Someone is complaining on Monday and you reply on Friday it makes you look worse than if you had never replied at all. Every company should be on Twitter at the very least.
I do this daily. I always keep a window open to this page waiting for someone to mention our company so I can help them out. This is crucial and it pays off every time.
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