We have already talked about the companies that screwed up this past year. Now we want to talk about those companies that are using social media the way they should be – to interact with their customers.
GM has a great blog that allows customer access to all things GM. Like any blog, customers are able to leave comments and give feedback on GM’s new developments. GM is also really good about tweeting. There is a Twitter feed on their blog so that their audience has the latest information possible.
Zappos‘ brand is all about customer service. Tony Hsieh, the CEO of Zappos is known for creating a company that truly values their customers and employees. Hsieh has said that they are all about listening to customers and trying out their suggestions. And he’s not just saying that. He has his own Twitter account that he regularly updates. 75% of their businesses is from repeat buyers.
Dell is one of the few large companies that is taking full advantage of social media. They’ve got the listening and engagement thing down. They have their own blog, “Your Blog” which provides information in a more personal, less corporate/markety approach.
Comcast is currently known as one of the best social media practitioners. After hearing customer complaints, Comcast decided to get involved in the conversation. Comcast can now be found on Twitter under ComcastCares. Comcast knows that listening to their customers is imperative to the success of their company. They have found through using Twitter that customers appreciate being able to communicate with a real person they can relate to.
Microsoft has had a very open approach to blogging, which has helped them lately with the news of a new Internet Explorer virus. Microsoft was actually the first to report the virus, starting a media storm. Security experts have advised users against using IE until the patch has been proven effective. Microsoft has dealt with this really well by responding quickly and being as transparent as possible.
Here are some honorable mentions of C-suites taking advantage of Twitter.
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