Madison+Main’s Chief Idea Officer Dave Saunders sits down with Documentary Film Producer Kieran Wagner each month to discuss brand, marketing and social media. In March Dave discusses proactive customer service through social media, and it’s effect on the fundamental way in which it affects how we deliver “the brand promise.”
Dave explains customers used to go to the responsible party or decision maker. These days, consumers go directly to their friends and family and an instantly online audience. You have to be within earshot and deliver proactive customer service to address these issues. Your customers probably won’t include you in the conversation when they give feedback if you’re not already engaged.