By Tessa Reed, itweb.co.za:
Before companies put themselves on a social media platform, they need to make sure they are ready for the medium. This includes having the right systems in place to respond to customers in real time, and making sure the company’s social media account is in line with the brand image the company wants toproject.
So says Nikki Cockcroft, head of online at Woolworths.
Speaking at the ITWeb Social Media Summit this week, Cockcroft noted that conversations on social media platforms happen in real time, and customers expect responses in real time, too.
According to Cockcroft, it is crucial that social media managers feed the comments they receive on social media platforms back into the business. For example, she said, if a company is receiving a lot of similar complaints on a social platform, this is an indication that it needs to make a change… Read more