Involving your business in social sales can be an easy task. You see a need being expressed on Twitter, and you respond to it. However, it is not simply about finding a need and responding to it. Often, another equally important step is following up to the initial message. The act of following up can solidify your role as a business that cares or a business that is focused on the positive outcome for a customer.
Here is an example of a well-executed follow-up. The customer complains of an uncomfortable train experience. Virgin Train’s Twitter account then steps in and offers their assistance. The customer has more complaints as to be expected dealing with an inconvenience such as this. Instead of simply throwing out the offer and moving on, Virgin Trains follows up with more information. This shows that the company cares and that they aren’t solely focused on a sale, they want to give the customer the tools needed to get what she wants.