Social Media Emergency Response

Many people are starting to expect that companies social media accounts to do more than just provided deals; they are expecting social media response teams. This is a group of people that use the companies social media accounts to answer product questions, explain service outages, and have a personality. This is an issue for many older companies that have not embraced social media as much, because the average marketing professional will not know enough about the products/services as customers are expecting.

It seems to me as being part of the trend of customers expecting a more rounded consumer experience where the relationship dose not end when they walk out of the store. We are expecting responses to complaints and we are holding companies liable for their products. In essence we now have the ability to have a voice that can harm a company and most companies are scared of bad press.