What I'm learning is that very few companies are using social media to engage customers as social media was meant to be. There are far too many that have taken their toll free hotline approach and are trying to force it to work on social media. It is unbelievable that so many just don't get it. It is quite shameful to witness this in a world so technology driven.
How many corporate social media accounts for one company is too many? Bank of America has six different Twitter accounts. It makes sense to them, but does it makes sense to the customers? Which one am I to use? I don't want to think about which ones I have to contact. I just want an answer.
Why not only one account that filters the incoming content to the appropriate team? It's really not difficult. Set up a single account such as @NoFunRich (my future company which ensures there's no fun for you...similar to Seinfeld's Soup Nazi), and then create standing searches for keywords and hashtags.
Social media should not replicate the toll free hotline mentality! It is not a replacement, it is a customer engagement platform.
Today, I solved this problem...tomorrow I solve...?