Retailers – are your ears ringing? Because more likely than not someone is talking about you online. And in today’s social media-obsessed culture, it’s critical that you not only know what they are saying, but that you join the conversation!
Many retailers are taking great advantage of connecting with clients and potential stakeholders via social networks like Twitter and Facebook. Whole Foods for example, is widely recognized for its heavy online involvement, boasting not only close to 1.8 million Twitter followers as well as individual Twitter and Facebook accounts for many of its individual stores and different departments.
The effort proves retailers can connect with consumers online. But, how can you engage with those you aren’t yet connected to? By listening and responding. Traditionally, when a brand mention appears in print or on television, any attempt to respond or engage with the audience results in a delay and complete disconnect from the original mention. In this scenario, igniting a conversation that anyone can join is impossible. The beauty of social media is that you can react almost instantly. By identifying conversations that include your brand, competitors and industry as a whole, you can help answer questions, correct inaccuracies, and encourage peer-to-peer endorsement of your company online. All of these tactics have the cumulative effect of inspiring confidence, and establishing more personal relationships with customers, while propagating favorable communication about your brand.