Imagine being a fly on the wall while two individuals talk about your products and services. It's pretty easy to understand how valuable this could be for a company. Right?
With social media, being a fly on the wall is possible. But, wouldn't you agree that it would be more valuable to have a seat at the table? To be an active participant in that discussion?
While, social media can be used for customer listening, our involvement must extend beyond listening and include interacting with customers to create value, build loyalty, protect our reputation, and secure customer retention.
Comcast gets this. Here is one example of how two employees from Comcast took their seat at the table and joined the conversation. Read through this blog and check out the comments from two Comcast employees.
Is your company acting like a fly on the wall or is it taking a seat at the table and joining the conversation?