Marketing Blogs » Blogging, social media & customer service (Part 4)

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Blogging, social media & customer service (Part 4)

Part 4: What should customer service and consumer affairs do?
You’ve decided that some involvement in social media makes sense. But what should you do? I recommend a phased approach that I call the Four Ps of Online Engagement:

Prepare
Participate
Pitch or Publish

Let’s take them in order. First, you need to prepare by listening to the online conversation. Monitor the blogosphere for mentions of your company name. Find out who is writing about your products and industry. It’s a virtual, informal focus group that lets you take the pulse of your key constituents. You can do this monitoring on your own, using Google, the Technorati blog search engine and a myriad of free tools that do everything from track Twitter to measure the impact of a blogger’s posts.
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