Let's face facts: it's a 24/7/365 world. Long gone are the days when a brick and mortar business could survive by just holding to within regular business hours. How many of you bank online 24 hours a day, every day? Now, how many of you who are in business can say that your business is truly available 24/7/365, be you large or small?
The great web retailers like Amazon and EBay blazed the path. Now, you can shop anytime at almost any retail institution. I buy electric trains at Charles Ro Supply in Massachusetts anytime I want to go online and visit. Of course, Charles Ro also sends me notices that they might have a sale, too - and that's where the proverbial line in the sand is being drawn.
The point is, are you using your firm's social media capability to communicate with your customers in a proactive fashion? Are you maintaining a social database? Are you on Facebook? Are you on Twitter? As this is written, there are many more such transmission vehicles available, but for simplicity's sake we'll focus on the best known.
Are you devoting the needed resources to keeping your social network for business alive? If a customer sends you an email, does that customer get answered NOT within 24 hours, but within a business day or less? Are you responsive enough to the changing social media landscape - are you proactive, not reactive?
If you are, a big hurrah for you.
If you aren't - well, don't worry about it too much. After all, there's another business out there who is.
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