I get a lot of people telling me how I can make my employer more successful if we would just learn to market on Social Media – especially on Twitter.
They have stuff to sell, and they want me to buy. We all need to make a living.
I’m not focused on making money from Social Media – I am focused on saving money WITH Social media.
Every customer we help in near real time is a customer that that is exposed to Fanatical Support® – often for the first time.
And that support is important. It is timely. It is genuine – it is driven by an engineer with a desire to help a customer win.
Near real time support adds a lot of value because it both maintains your brand reputation and reinforces your core commitment to customers – that you are a partner, not just a vendor. That you win and lose together. That they are not just a number.
So we focus a lot on how Social Media can help us help customers win. That is our strategy. Please steal it – emulate it – make all my experiences with brands better by making them more engaged with me.
But put real people behind those accounts and hashtags – people that are empowered to make a difference, and people that really give a damn.
That isn’t Marketing.
That is Social Media as a Service.