Today, we tweet about the latest books we’ve read. We let our friends know where we’re eating lunch via Facebook. We Instagram pictures of our latest purchases. We post reviews of the businesses we frequent on Yelp, TripAdvisor and Angie’s List. As consumers, many of us have gone “social.” That means companies that aren’t embracing social media today are missing out on huge opportunities to capitalize on the voices of their customers.
Companies should be saying to their customers: “If you did not enjoy our service, please tell us. If you did enjoy our service, please tell someone else.” Engage them. Tell happy customers to go ahead and be social about their great experiences and encourage unhappy customers to come to you via social media so that you can make it right and improve your overall service.