Two weeks ago, I sent a friendly tweet to the PRWeek twitter account asking if they had any plans to improve the sound quality of their weekly podcasts. Weeks went by with no reply, and my inquiry remained unanswered. I work in an industry that stresses the importance of audience engagement and participation, and as a fan of PRWeek’s insight and content I felt devalued when my simple, one sentence question went unanswered.
Social media transformed the PR industry in many unique ways. Never before have we been able to reach targeted audiences in a space where everyone can share content, ideas and opinions with friends, family and complete strangers. It’s been an absolute game changer within the public relations profession. My experience made me realize that some companies and organizations don’t place enough value on social media and the trust it creates with an audience. It can be time consuming for social media managers to sift through each individual twitter mention and send tailored replies, but going the extra mile ensures people will remain loyal to your brand.
What consumers want more than anything is a sense of belonging and knowing that their voice is being heard. Social media is an effective customer service tool, and it’s often the platforms brands can use to make a good first impression.