Let’s face it, social media is changing the way companies are going to succeed. Companies will be built on integrity and trust. And if they aren’t, they aren’t going to make it.

Bold statement? Look at Dell, Inc. As described in a Business Week article and in more detail in Jeff Jarvis’ book, “What Would Google Do?”; a simple blog post changed the way a company operated.    After Mr. Jarvis bought a Dell “lemon” and had a bad experience with customer service, he blogged about it.  And lots followed.

Dell, Inc. completely changed their customer relations program based on one customer’s complaint that groundswell through social media.  They realized they had to work with their customers, engage with them and ultimately build their trust back.  If your company is built on trusting relationships you’ll never have to worry about this problem.  It’s easier and cheaper to keep trust than to try to win it back.

Another example is Nestle’s newest social marketing blunder.  Nestle disrespectfully responded to some fans on their Facebook fan page.  This again ground swelled.  We’ll see what Nestle does to turn their brand equity around.

Ultimately, what social media is doing, is making companies built on integrity and trust and in turn deliver that to customers. If they don’t, customers, through new social media outlets will make sure others know about it.

Think of your company as the next Cheers. Where everybody knows your name.  Or at least what it stands for.

About the Author

Has Written 30 Articles For Us!

Getting The Latest Tweet...

Did you know has a website? Go see what you're missing...