In March of this year, Men’s Health magazine published a study about the most socially networked cities in America. I was disappointed to learn that Lubbock ranked 97 out of 100 and was placed in the “Least Socially Networked” category. In a town that is inundated by college students, how can this be?
It’s Time To Wake Up
The comment box that once lived by your cash register is a thing of the past. Today, people go online to post comments about your brand. Social networks like Facebook, Twitter, Foursquare and Yelp are redefining how customers are sharing their experiences with family and friends.
Have you setup a Facebook page for your business? If so, are you interacting with customers who have left comments about your brand? More importantly, have you reached out to that college kid who was disappointed when he waited 20 minutes for his food last time he was in your restaurant? If not, don’t expect him or his fraternity brothers to come back to your place of business anytime soon.
Someone needs to be monitoring these sites and acknowledging each and every one of these comments with sincere concern and an assurance that you will make it right for your customer when it comes to negative reviews. On the flip side, thank those patrons that leave positive reviews!
Bottom Line: Social media is a great customer service tool that allows your company to engage with current and potential customers and create brand awareness that may not currently exist.
I hope that Lubbock business owners will see this post as a call to action. Let’s all make Lubbock social!