Hey, direct selling executive or consultant! Yes, you! Do you know what your customers are saying about you? Are you completely in tune with their joys, their frustrations, what they want?
One of the beauties of social media is the fact that the in tune company can actually keep track of what is said about them online on a minute to minute basis. Just this morning as I was watching my Twitter feed, I saw someone post their frustration that a certain company kept calling them, even though they had no intention of signing up. Not 2 minutes later, the head of marketing apologized, told the person that he would take care of it, and offered his contact info in case he had any questions. THAT, my friends, is good customer service. And not just for the person that complained. Everyone that witnessed that exchange was not left with a negative impression of the company, but instead a positive impression that the company resolves issues immediately.
You may be asking yourself how the head of marketing knew. Very simple…he has an RSS feed set up on the company name within Twitter. Every time someone “tweets” the company name, he sees it. Want to try it for your company? Go to http://search.twitter.com. Type in your company name (put it in quotes) and see what comes up. You can also try it for specific products you may be marketing. To continue to monitor the feed, simply click “Feed for this query” in the upper right-hand corner of the window, and add it to your reader. (p.s. If no one is talking about you, THAT may be an issue too!)
You can go even further with a Google search. Search blogs within Google too, because that’s often where you’ll find the most opinions.
Not convinced yet? Then let me tell you about another experience I had. A friend on Twitter asked where she could find a great handbag for under $150. I tweeted to her about a great company I know, Laga Handbags, that donates their profits to help Tsunami victims. She checked it out and loved the bags too, so she tweeted the same link out to her network. Instant, word-of-mouth advertising. Now this happened because I was familiar with the company and the products. But if Laga had been monitoring who was looking for handbags, they could have provided even more targeted info. And they also could have followed up. Imagine what you could do if you could connect with the people who are already looking for what you have to offer. Are you beginning to see the power of this?
Need even more convincing? Here’s a great article, shared with me by @davidalston on this very subject: http://www.mediaphilosopher.com/category/the-point-of-need/
So are you already doing this? How has it worked for you? And if you haven’t, what will you do THIS WEEK to begin to find your customers at their point of need? Can’t wait to read your comments!