How should social media be used? What is the purpose of social media sites? Feedback. For brands and organizations social media sites are a learning platform where customers should feel comfortable and should be encouraged to share their experience with any given product, service, brand, organization, event etc. Businesses, organizations and the like can now listen and learn from their customers. I don’t see why this is something to be afraid of. I guess if you’re running an unethical business or purposely scamming customers you should be very afraid. That’s fine with me.
Some brands have openly embraced social media. BMW, Rolls Royce, Mercedes, Audi, Southwest, JetBlue, Bergdorf Goodman, Ford, Dell, the American Red Cross, Starbucks and Pepsi are a few that come to mind. Now, not all of the brands that I mentioned are doing a fantastic job, but they have a HUGE head start and will thrive and prosper during the next 12-18months as brands and consumers embrace f-commerce (Facebook commerce).
Brands to learn from on Facebook; BMW, Audi, Dell, Ford and Southwest (feel fee to add your opinion in the comments below!)
Twitter: Bergdorfs, Dell, OscarPRgirl, JetBlue and… (I’m missing several).
You don’t even need to like any of the brands I mentioned. Actually I’d prefer if you didn’t because my point will resonate more. Check out BMW’s and Audi’s Facebook page and scroll through the tweets of @Bergdorfs or @jetblue how do you feel when you read their tweets? Does it sound like a brand or business?
There will be several follow up posts. I wrote this on my iPhone because I want to know what you think. How are you using social media? Why is your brand or business using social media? Please stay tuned for my next post. Feel free to keep in touch on twitter: @aftranch
@Aftranch 
Jun 04, 2011 @ 03:44:29
Air Asia is a good example of using Social Media as a sales & customer service channel
Jun 05, 2011 @ 14:46:36
WOW they certainly do! Thank you for the suggestion! Air Asia understand the importance of having country specific Facebook pages, which is crucial for global brands and organizations (if they want to truly connect with their consumers). The Air Asia blog is a perfect example for any company who is looking for blogging guidelines. Most importantly, Air Asia includes a ‘User Guide’ for visitors and they encourage people to share their Air Asia experiences in the ‘Write a Blog Post’ tab. I’ve only had the chance to look over the blog posts briefly, but at a glance it looks as if Air Asia honestly cares. They are taking the effort to connect and learn from their customers experiences. (the social aspect of social media). Even the blog posts by users are (appear to be) authentic. I’m really impressed with Air Asia’s social media efforts. However, I have one minor gripe. Seeing ‘Anonymous’ as a user name or person’s name when writing a blog post will make anyone reading the post skeptical as to it’s authors intentions or employer… Naari thank you again! Do any other brands come to mind?