Social media is the one marketing medium that allows customers and businesses to interact in an organic fashion. However, it astonishes me just how many companies don’t take advantage of this. Rather than engaging with their customers on social media, they use it to tell the customer what the business wants to say. There is very little listening going on.
I would suggest that every business should use social media as a two-way radio as opposed to the megaphone that it currently is for so many companies. When you listen as well as speak, you get the opportunity to find out what your customers want, what they need, and what they think of your business.