Many social media icons have said it. For business, social media is about listening and not talking. Interacting and responding has always been the role of social media, but for many businesses they treat business social media presence the same way as their personal social media presence. And that is why social media fails many businesses.
An excellent article came out of the Chicago Tribune on Monday. Low cost carriers, the only profitable airlines these days, talk about how social media has improved their customer relations and overall satisfaction. The “big” carriers such as Delta, United, etc. still haven’t embraced social media by only using Facebook, Twitter, etc. as broadcast towers and not their true function—listening. (more…)
