When thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected they are. In our social-media savvy world, so many conversations about brands take place independent of the companies themselves, within channels and networks over which they have no control. Customers are more empowered than ever to use social platforms like Twitter, Facebook, and Linkedin to voice their opinions, compare products and experiences with peers, seek help, and so on. For many companies, these are exciting and nerve-wracking times.
Will companies ever really be able to control these conversations? Not so much. Should companies recognize the incredible potential value of this grass roots conversation and commit resources to ensure they are proactively engaging in these conversations? Absolutely. Read more and comment »