GOSO

By: Chris Garrett Co-Author of Best Seller of ProBlogger, our celebrity blogger, Chris has helped thousands of individuals, non-profits, small businesses and blue chips make the most of the web.

When a brand is appearing in conversations, what should you do?

1. Listen, observe?
2. Get involved?
3. Do nothing?

What about when you are associated with the brand, but do not own or manage it?

I imagine there are a lot of Toyota dealerships mulling over this question right now. From what I have seen using Twitter search, most are selecting choices #1 and #3.

You might ask why I care. Well, my wife’s car is a Toyota. She has only owned it a couple of months. We haven’t had any communication, online or off, since we bought it other than to fill in a satisfaction survey.

We are not concerned. This isn’t a case of buyers remorse or even a complaint.

It does, however, show the real benefit of keeping in contact with your customers and prospective customers.

If we are not getting the news and information that we want and need then we are going to listen to people who have nothing of value to share but who are going to share it anyway. Twitter, Facebook etc are full of conversation about Toyotas, just not much that is helpful.

Toyota has been getting the word out using a variety of tactics including search and display ads, inviting Digg users to a Q&A with executives and Facebook, Twitter and YouTube text and video updates. If I was a dealer I would be sharing all this good stuff, plus making sure every one of my customers and prospects was

• Aware of the facts
• Aware of the myths and false info
• Aware there are people listening and ready to answer questions

You could just turn a tricky situation into one where you are seen as a real, caring customer advocate …