Standard Bank did a detailed presentation around their listening strategies online. The presentation was very interesting and went into detail about crunching the stats in such a way to get valuable, workable results. Now for a few of the key points:
[box type=”info” border=”full”]Since this article I have been able to inteview Standard Bank about their approach to social media. Click here to see the interview[/box]
Tailoring your offering on different social media platforms
This was spoken about in the previous article but it deserves being repeated. Different networks have different environments. Standard Bank has spent time listening to their audience and have found that their Facebook Fans love competitions, fun and social activity whereas their Twitter community is demanding responses and conversation around customer service.
Have a focus and purpose
The next point made in the presentation was to have a purpose when engaging your audience. The point is simple, when you don’t have a focus the temptation is to answer everyone. This leads to picking the wrong fights and losing out in the long run. In addition, a clear focus will help you to effectively achieve the right results in your customer engagements.
Corporate legalism hinders transparency
This is a tough challenge with any big business. Due to consumer protection acts and laws that govern how company’s interact with the public. In the same way that social media has not changed consumers it has not changed the company either. This means that mud-slinging fights between consumers and companies are usually lost by the company. So do everything possible to avoid a mud-slinging fight in social media circles.
