<< by Kaitlyn Smeland Dhanaliwala on June 16th, 2009
Yesterday at Search Marketing Sage, Amanda Chaney gave some pointers on how businesses should use social media. The first pointer she gives is to truly listen to what customers say on social media platforms. Furthermore, once a business starts engaging in the conversation with customers, it should not merely be selling.
Amanda focuses mostly on Twitter in her post, but another social medium which is particularly relevant for e-commerce site is the tried-and-true customer review. Customer reviews may not be the first things that come to mind when you think “social media,” but they are an excellent way to start the kinds of conversations customers value. Plus, monitoring customer reviews is just plain good reputation management. If you do not know what your customers are saying about you in customer reviews, you are missing a prime opportunity to improve their experiences and improve your brand equity.