Using Social Media to Foster Customer Relations

I am an avid believer that companies should use social media to create and foster relationships with customers and prospective customers.

I used http://blogsearch.google.com/ to search for blog postings on OrgSync. OrgSync is a company that provides software to Universities and colleges all around the United States. Essentially the software is handed down to student organizations, which then use the software to manage organization information, planning, and event promotions.

I found a posting about a particular university’s launching of this company’s software. I read through the blog post and found a comment about the post stating:

"Where are all the negative comments that have been expressed at OSA meetings and in personal talks with students? Where is the vote tally where the OSA and the senate voted against "org sink" Thanks for making this story as fluffy, cute and one sided as possible."

This is a perfect example of an opportunity OrgSync can use to gain insights on [prospective] customer’s suggestions, concerns, questions or even praise they may have about the company or their software.

Companies need to monitor social media networks, blogs, forums, and product reviews and ratings. This is free and easy access to customer insights that can positively affect a company’s progression and even direct research and development toward an innovative and very lucrative path. Doing this will allow companies to get deep down into what customers really think and if customers are really concerned about something, it gives companies the opportunity to address these concerns and use it as a method of providing good customer service and public relations.

OrgSync also, uses Facebook to provide their software users with an OrgSync Application to conveniently login to their OrgSync account through Facebook without ever leaving the site. Basically, having the application allows your OrgSync account to be embedded into Facebook. This does two things; it is smart on OrgSync’s part to offer this application to its users because it brings OrgSync to a place where its target users are already, Facebook! This means more logins for the company! Also, this application makes it much more convenient for users to check two accounts at once. After a user makes a comment on a friend’s wall they can check their OrgSync messages to see if they have any important messages from their org president!

I think OrgSync is using social media to create a convenient experience for their user. OrgSync will also need to [or continue to] use social media to connect to their core users and gain valuable insights about the user and their user’s opinions, concerns and needs.

*I am an employee of OrgSync! FYI.