Good Social Media Marketing Equals Good Customer Service

Tweet A couple weeks ago I was discussing web marketing initiatives with a colleague. We came to the startling conclusion that good web marketing, especially in the social media space, is really just good customer service. Well, it was startling to me because I never thought about it quite in those terms. But, it is true.

What is the goal social media marketing?

• The main aim is to tell the story of a brand.
• The secondary aims are to open communications with customers – and -
• To get people talking.

What is the goal of customer service?

• The main aim is to communicate with customers – and -
• Meet their needs in order to make them successful.
• Hopefully all the while they are buying your product.

I think if we are to convince the folks who are still of the mindset that social media marketing is a fad we need to position it as customer service. This should be easy to do because it’s not just marketing or public relations. Yes, if you’re helping customers you are marketing in a way. Yes, if you are helping customers you are generating good P.R. But, if your goal is just to market or dish out a P.R. message or generate sales leads you’ll miss the bullseye and not get the best out of your efforts.

People no longer just want to be “sold to.”

Look at your social media efforts as doing customer service and you’ll hit a home run every time.

photo credit: xmacex

Tags: brand, communications, customer service, marketing, sem, social media