This post contains two videos that review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.
Social media is causing customer satisfaction weaknesses to become very visible quickly. . The examples in this blog post are those where an employee or manager has used web tools improperly and caused embarrassment to their employers, causing press releases or statements to be issued with apologies and explanations. The lessons being learned by these examples, is that, every company needs to review what role the employees should be playing with respect to social media and external web sites and then ensure their employees are well trained on the company’s policies and their roles with respect to Social Media.
Google’s new universal commenting system called Sidewiki is about to cause a major change to customer satisfaction, marketing, product launches, and public relations. Any company or organization that has a web site is impacted. Every organization will need to develop a social media strategy and strengthen their customer satisfaction strategy.
