Comments on: Being Social or Stealing? Networking with Social Media Followers of Competitors

By: toplist

toplist — Thu, 29 Apr 2010 18:42:41 +0000

I completely agree with Ash.
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If you offer a great customer experience and create loyalty you don’t need to worry what your competitors do.
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Leave them alone. If they’re dissatisfied, and you’re optimized online well and have a great reputation, they’ll find you.

By: Paul Nadrowski

Paul Nadrowski — Sat, 10 Apr 2010 07:30:01 +0000

I’ve had the same concerns myself but came to the same conclusion as Ash and a number of others. Nurture the client relationship and they’ll stay with you.

By: Tina T

Tina T — Mon, 11 Jan 2010 19:22:08 +0000

Hi Peg.
I found your article on Larry Brauner’s blog party page. I often follow my competition’s followers on Twitter, because they are often interested in getting multiple sources of information, and they usually follow back. I don’t extend this to FaceBook, because I think this would be pushing the line. Besides, my FB info is on my Twitter profile if they care to check it out. Just my two cents on the topic.

By: Matt Gooding

Matt Gooding — Fri, 08 Jan 2010 18:26:44 +0000

I definitely agree with the transparency philosophy. My feeling is that if we are taking care of our clients then we have no reason to worry about our clients being contacted by our competition. The reality is that every business is being contacted by some company who could be a competitor. And if they are being spammed or overly courted then they won’t respond positively anyway.

Bottom line is if you’re taking care of your clients they won’t want to go somewhere else!

By: Mark E Goodman

Mark E Goodman — Wed, 06 Jan 2010 03:24:07 +0000

The customer (searcher) is looking for the best answer. If you provide the answer, the business will go to you. If you have a plan, you will be successful. If you don’t have a plan, observe and comment. When you are ready, prove you are the best.

By: Jay Rodriguez

Jay Rodriguez — Tue, 05 Jan 2010 23:56:07 +0000

By: Larry Brauner

Larry Brauner — Tue, 05 Jan 2010 19:46:42 +0000

As a consultant, it’s easy to take the position Ash has, “If you offer a great customer experience and create loyalty you don’t need to worry what your competitors do.” I look at it the same way myself.

However, I can appreciate how difficult such a concept is for a client who has carefully guarded the company’s client list for decades. Understandably, that client wouldn’t want to publish the list on the web, just because it makes sense in theory.

As quoted above, I said, “I’m not saying that you must connect with your clients on Twitter. That’s up to you. However, do give up the notion that you can shelter them from your competition. Instead, shower them with the kind of attention and service that they deserve, and that will make them loyal to you.”

I want to add that wile you cannot shelter your clients, that doesn’t mean you necessarily want to go and publish your client list.

Each social media business decision needs to be carefully considered, weighing the upside vs. the downside.

If you have 10 clients sprinkled here and there among 1,000 Facebook fans, that might be okay. However, if they’re your only fans, why even be there?

This is an area in which a good consultant can really earn his or her pay.

By: Peg Corwin

Peg Corwin — Tue, 05 Jan 2010 19:27:14 +0000

Ash,

I agree with you in general, but I think Brian raises a good point about the difference between a cut-throat, commodity business, where the emphasis is on price, and a full-service business where keeping close to customers by serving them well can keep you connected.

Peg

By: Peg Corwin

Peg Corwin — Tue, 05 Jan 2010 19:21:07 +0000

Tony,

Since Brian asked the question, I have had several other clients raise the issue. In this new transparent world, the rules of the road are unclear to many.

Peg

By: Peg Corwin

Peg Corwin — Tue, 05 Jan 2010 19:18:51 +0000

James,

I like your Ford/Honda tradeshow analogy.

Peg