I think sometimes companies get so worked up with out of the box strategies and ways to reach their customers that they forget the basics of personal communication. I learned back in kindergarten that if you make a mess it is best to fess up. In your customer contacts, it is best to be up front and honest. Anyone can and will see through false social smoke and mirrors.
Honesty
The thing that comes to mind right away is product recalls. If you know faulty merchandise is in the hands of your customers you need to get on the ball and start sending some emails. If you hope the problem will go away and that no one will find out, don’t quit your day job. Know your products back and forth and be ready with the tough questions. If a certain model isn’t right for a customer get them the right one.
When your participating in blogs and forums, don’t be afraid to rock the boat. Just make sure your rocking it in the right way. That isn’t ‘code’ for sneaky behavior or product pushing. Be there to inform with an authentic voice.
Authenticity
The least favorite blogs and twitter feeds are those that constantly drop links. Let them know there is a person behind the screen every once and a while. I have been following Lance Armstrong for a couple weeks now and I don’t know a more authentic person to follow. Last thing you want to portray to your followers is that their getting an automatic robot updating the account. Talk about the game, tweet your drink, ask goofy but thoughtful questions. I don’t care what business your in. Do it.
Ease up on the blog advertising. It can be very easy to clutter up the sidebars with useless widgets. You don’t need to tell people your a blogger, their at your blog. Believe me, they know already. Focus on the content and try not to exploit your readers to banner ads. 2001 called, they want their blog back.
At IgniteHQ we can help you understand your audience and cater to them. We listen. We understand. Were real people talking to real people.