Have you ever experienced difficulty communicating with a business?
Yes I have. In fact I can usually communicate better with my dog than most businesses - although my dog is pretty dang smart.
Would social media have made it easier to get noticed or get your problem solved?
Hmmm... well, yes it would if they had a social media component in their communications and if they were actually responding. For some reason the businesses I want to talk to about problems are like slabs of meat and don't seem to respond to my concerns. I figure that they are better at anti-social media.
If not, have you ever had a positive experience communicating with a business through social media?
I wrote on the Facebook page of a local manufacturer once and complimented their product. They seemed genuinely surprised and delighted to have someone praise their wares. It was a nice exchange and it left me feeling good that there was someone on the other end listening and giving feedback.
OK... I'm a cynic when it comes to corporate type businesses. I don't think they get social media. I'm pretty sure they are using it to manipulate and spin their story. They have the power to hire communication majors to sit at keyboards and regurgitate stock answers written up in the PR department and approved by spin doctors who have focus grouped the lines and made them the most palatable responses possible. It's plastic and disingenuous.
My gut feeling is that they see it as a new fad and want to fit in but aren't sure how. They ask to be liked on Facebook but don't have a clue what to do with the followers.
Do they care about us? Maybe. As long as we are buying more Fritos or Bud Light. I'm not sure they want to listen or have a dialogue unless they can control it. Complaints fall of deaf ears.
So it seems to me that small, local business is best positioned to use social media in a meaningful way. They can connect, respond and make it personal. There are not layers of fat to cut through to get your message out.
Oh hi! I agree with you that big corporations seem to have the hardest time making their social media communications seem genuine and authentic. I also agree that small businesses are in perhaps the best position to use social media because it helps to strengthen and build community that is at least someone existant in the real world.
ReplyDeleteHello,
ReplyDeleteI do agree smaller businesses are able to respond to customers via social media sooner than the big companies most likely because their customer base is relatively smaller than the bigger businesses. A customer is a customer no matter how big or small the business is. If the companies were smart they would appreciate the good and bad comments because that can only help to improve their business.