My Social Media Experience with Businesses

The lightening quick progress that large corporations have made with marketing and customer service on social media websites is very interesting to watch. I started a website for our neighborhood in Fishers, Indiana. Looking for content to add to the website, I heard there were recent complaints and problems with Comcast cable television during a meeting with the Town of Fishers Telecommunications and Technology Advisory Committee that I am a member of. So, I added a new post to our neighborhood website with the press release from the Town of Fishers, and not more than two hours later I received a comment to the website from Comcast apologizing for the recent problems and direct contact information to resolve any issues.

Like many large corporations, complaints have appeared on the Internet about Comcast for several years, but they took a proactive approach at least one year ago to try and turn things around. By immediately responding to customer complaints online with blog comments, replies on Twitter, or Facebook messages; they are putting out the fire before it gets too big. Watch Comcast interact online and you will understand the new way to keep and gain customers.

My friend and co-worker Justin Bryant recently sent a message on Twitter.com (tweeted) about a tiny problem with Network Solutions. I replied that I had a similar problem and within a few hours got a tweet from a Network Solutions representative asking if there was anything he could do to help. I currently use a different website domain name registrar, but it doesn’t hurt to improve my impression of their company with quick and personal customer service via Twitter. Network Solutions is another great company working hard to maintain a very positive image.

I am a huge fan of the Indiana Pacers, and recently joined their Facebook Page. As a fan of the Pacers Facebook Page, I received the opportunity for free 13th row lower level tickets to watch the Pacers play the Spurs. I’ve gone to about 30 games this year, and the playoff hopes are over, so I’m not sure if I would have gone to this game. But, with the offer of free tickets, I gladly went and gave them over $50 in food, beverages, merchandise and parking fees. Sure it was a $150 seat and I got to sit right next to Troy Murphy’s best friend from Notre Dame, and right in front of Travis Diener’s very pretty girlfriend; however, they filled an empty seat and got $50 from me they wouldn’t have due to Facebook marketing. Plus I left very happy after enjoying the game in my great seat.

The Indiana Pacers also offered free tickets to their Twitter followers a few weeks ago. These marketing methods encourage others to follow or join your social media sites. You give free stuff, free advice, free anything . . . and they agree to read all of your news and updates. I didn’t think it was possible to like the Indiana Pacers even more than I already do, but it just might happen.

Social media is not being used by only big businesses. It’s now possible to search all of the tweets or comments on Twitter about your company, your industry, or your niche. If you are a small company with a regional market, you can narrow your search for Twitter users in your area and follow them, in hopes they follow you and learn more about your company.

Blogs, Facebook, Twitter . . . there are many methods available for companies with a regional market like Indiana or the Midwest, and Indianapolis companies marketing worldwide, to use social media to increase sales and improve customer satisfaction. The more ways you can keep your customers happy, either with better customer service or marketing strategies to increase revenue, the better. If you can get new customers, even better!