This is something I have ran into with on of my own clients. They had someone who kind of did the social media stuff only when they had time. It never got integrated into their daily process and so it never got really used, which is sad because they had started making some good connections and a bit of headway.
Look at it from a customer perspective. You’re having a conversation with a company about products, services, the color of your dogs coat, etc and suddenly the company stops talking. They throw you out and shut the doors ub your face never to return except every once in a while to shout at you that they have a new blog post. As a customer how does that make you feel?
Don’t let this dissuade you from integrating social media into your companies daily operations, just be aware of the key word in that sentence. Integration.
There are those of us (us being social media evangelists) who believe that social media should be a department all it’s own within a company. A person / group of people who know the tools, know the methods and can build communities around your company. But the truth is many companies can’t afford to add that especially right now. So what’s the solution?
Integration with a view of the future. That’s what.
Commitment to adopt the changing needs of your customers and communication.
Commitment to learn and the tools and integrate them into your daily business habits.
Commitment to see it through.
Customer service never ends, tech support never ends, customer engagement and interaction never ends so why should the communication with your customers? Please leave your thoughts on this in the comments below.