There are a lot of companies wondering how they should get started in social media. Should you have a twitter presence, a facebook page, what groups should you sponsor in LinkedIn? One good place to start is by monitoring your brand and using that as an opportunity for customer service, both to go above and beyond for good customers as well as identify problems and respond in an honest and sincere way when appropriate.
This video in this post is a good illustration of that Practice. P.F. Chang’s used monitoring of Twitter feeds as an opportunity for excellent customer service and created significant viral marketing as a result. You can do the same. Retweet and respond to tweets to engage your community in a conversations about your goods and services. As you start this process, you will begin to see opportunities to be proactive in your communication as well. I found this video on a blog I like to monitor on the Content Management Connection.
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[...] shouldn’t do so without a blog. Second, to monitor your brand. There was a great example of monitoring your brand by P.F. Chang’s I posted about a little over a month ago. The basic concept is you should reply to people [...]