First, I hope you had a great Thanksgiving with family and friends. One major clothing store surprised me on Black Friday that they were not using social media. They have actually been on a holiday for an extended period as they have not used twitter since earlier in July. It appears from some of the past tweets that they were really just blasting out sales information, not listening to their customers at all.
Sorry our store is closed!
I read an article over the weekend, via Wall Street Journal, that mentioned many shoppers were frustrated with the website, due to slowness and other issues. Many people posted comments on their FB page that were left unanswered by the company. What is up with that? Why not use FB to help you and help your customers. No answers = unhappy customers that will shop elsewhere.
5 quick lessons we can learn from this retailer:
1. Use social media as a communication tool between customers and your company.
2. Don’t just blast out special sales and other product offerings (see #1)
3. If there is an issue with the website, use social media to tell your customers what is going on and also to answer their questions / requests.
4. Have a face! Tell others what is going on with the company. Look at Zappos and HomeDepot for great examples.
5. Above all, have a social media strategy! This clothing retailer obviously didn’t, hence why they haven’t been on twitter since July and also their tweets are now protected.
Black Friday is one of the biggest shopping days of the year and I would like to hear what companies impressed you with their social media use over the big holiday sales weekend?
