I read a LinkedIn post a couple of weeks ago from an employee at one of the big bus groups.
In it, the person went into detail about how the company had re-evaluated its social media strategy - why they were still using certain mediums, why they had ditched others, etc. It was a bit long-winded for my liking, but an interesting read, nonetheless.
Fast forward a couple of weeks, and I'm scrolling through Instagram, being fed my usual sport/clothing/lifestyle posts, when I randomly remember the LinkedIn article. So, I look up said bus company.
Instagram was supposedly one of the mediums that formed part of their strategy going forward.
Turns out they have fewer than 2000 followers, last posted nearly three months ago, and seem to have a habit of deleting/not showing any comments (presumably from customers) that criticise their service.
Call me old-fashioned, but I think the last bit is wrong.
Social media is not broadcast media. It shouldn't be 'I talk, you listen', it should be 'I talk, you listen, and if you have something to say, let's have a chat about it'.
You know, like a company interested to know what customers think about them. Or even a company with a proper social media strategy.
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