Social Media is Bringin' Back the Mom and Pop Business Model!
Imagine the days when customers visited the local Mom and Pop shop and knew the owners by name, had a relationship with them and the ability to converse in real time. Word spread quickly when a store had a favorite item, or when a store failed to meet expectations. The words of an unhappy customer could destroy the business quickly. Reputation and relationships meant everything. And as a whole, reputation and relationships still do mean everything for small business owners. Social media has just enhanced this ability.
Now, let's fast track to major corporations that we have today, before social media. It was quite difficult for customers to contact any person in charge, or to even have their concerns be heard. Sure, you could try and call customer service and be put on hold for forever, or you could try to write a letter to the company if there was a problem. Now any person can review and interact with major corporations like never before.
Here's a literal example from a few days ago:
I noticed a tweet from Groupon. It was insensitive and tactless. To make a long story short, the post was making fun of people who are depressed and in turn, tend to sleep frequently. They were trying to make a joke out of it, but a few people (myself included) responded back through Twitter. Within a day, they responded to us and apologized. It was removed from their site that same day.
Pretty cool, eh? :)
The invention of facebook and twitter have dramatically changed this disconnect. Now it is possible for any person to voice their opinions or concerns with a simple tweet, or wall post for all the world to see. What this means for ALL business owners is that we have to continue to pay attention. We have to listen to what people are saying and respond accordingly.
Social media is bringin' back the way businesses used to run! I would say it is also holding businesses accountable too, which is never a bad thing! Time to go back to my twitter page now….:D