The first and foremost thing is to respond to all social posts. And that includes things on Twitter, Facebook and any other social channel including review sites, like Yelp and TripAdvisor. And I don’t care what industry you’re in, there’s probably a review site for your industry, where they’re talking about you.
And when I say, “Respond,” most people think, “Okay. They complain, I should respond.” No. Respond to every comment. I know that sounds like it could be big or daunting, but I think if somebody’s taking the time to write something nice to you, at least like their response, or recognise that you’ve read their response, you give them a little bit of feedback, even if it’s a sign of, “Yes, I like what you did. I re-Twitted you,” or maybe I actually make the comment.
Check out this video interview (and transcript) I did with customer experience guru Shep Hyken to see more: http://www.fieldboom.com/blog/customer-experience/.
