As we prepare for the release of the new Facebook, and its Twitter-style real-time updates, I think it is time for a quick reminder. Listening to the conversation online is no longer just recommended, it is critical to the success of entrepreneurs.
“As people share more, the time line gets filled in more and more with what is happening with everything you’re connected to. The pace of updates accelerates. This creates a continuous stream of information that delivers a deeper understanding for everyone participating in it.”
The reminder to pay attention and listen to the conversation is both an EXCITING and SCARY one for entrepreneurs. On one hand, good news and positive conversation can and will spread faster. But on the other, if you screw up or piss a customer off, that negative conversation will also be carried farther faster.
Seth Godin brings up a great point today in his blog Direct from Consumer Marketing, “Angry phone calls are your friend. They’re your friend because the alternative is angry tweets and angry blog posts.” How true. This is a powerful statement that MUST resonate through the entrepreneurial community.
It is truly a new era when companies welcome angry phone calls. Not necessarily out of the desire to provide excellent service to their customers, but out of FEAR that if they don’t tell us they are pissed, they’ll tell a million that will listen.