Can Social Media Help You Manage Customer Relations?

LiftFive’s Megan Berry, formerly of Mobclix, and Klout, where, as Senior Marketing Manager, she built the community and brand behind Klout from early 2010,  discusses “How Not to Piss People Off.”

“The first thing is to start a conversation with [customers],”Berry told genConnect. “Don’t make assumptions about what they want or what they care about. You can’t talk to everyone but you can find the key people who are the influencers in that community and find out what matters to them and what they care about as a transition happens.

So what happens when you slip up? Companies aren’t perfect so come clean to your customers; they will appreciate you even more.

“Recognizing your mistakes, stepping up and saying ‘We did X wrong and here’s how we are going to remedy it’ is great,” Berry said. “Companies are so reluctant to say when they make a mistake that consumers are just overjoyed when it happens.”