Whilst browsing the Internet the other day, I came across this brilliant graphic that demonstrates the findings of a Burson-Martseller report on the social media behaviours of Fortune 100 Companies.
Used properly, tools like Twitter and Facebook can really benefit large corporates, though they do have to be managed properly to get the most out of them (and to ensure that the result is positive).
Social media can give a personal touch to the customer experience, which is very hard to achieve through more classic forms of marketing. In order to make it work properly though there are three things that you should really consider as a large corporate:
1. Put in place a social media policy for your customer facing staff, to ensure that they maintain the required level of professionalism and brand values.
2. Make sure that you monitor your social media channels for positive and negative feedback. Address this feedback immediately by responding to positive feedback with a thanks and negative feedback with a carefully considered, level headed approach.
3. Like all marketing channels, put in place processes that allow you to measure the success of your social media efforts.
Ther's obviously quite a lot more you can do to ensure that your company embraces social media properly, however if the above items are ticked then you're definitely on the way...
Thanks to Flowtown for their article on how companies are leveraging social media.
