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Tuesday, November 17, 2009

We don't want to hear from you

Companies have been communicating via e-mail for over a decade, so why do customers get so excited when they are contacted via twitter? Why do we crave companies with a social media presence? Because we are not used to getting a response, and we have been trained to believe email is a one-way street from companies.

One simple mistake: Do-not-reply@CompanyWhoWillNotAnswer.com

First things first, if you email customers you need to dump the "Do not reply" addresses. Also, you must make it easy for customers to contact you, and you need to reply to them.

When a company has an active Twitter account or Facebook fan page, it makes them approachable and customers like to feel like they are on even ground with the company they do business with. When they see Do Not Reply in every email, the message they receive is "we want to talk at you, but will not listen if you have anything to say."

With that said, if your social media plan is just to "build a Facebook fan page" or get on twitter, please don't. Your plan should be how you plan to communicate with your customers. Not just set a page, and forget it. Customers will either learn that you don't listen there either, or they will just forget you are there.

Just like with all advertising and marketing, why spend money telling people about your company if your potential customers will just feel disappointed once they find you.

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