Social Media: Connecting and Engaging Where It Counts

Pull up any blog post, look at a twitter stream, or log onto Facbook and you are going to see some mention of Social Media and what we should do to connect and engage with customers or in short, how to build relationships.  I just have to share this “real time” example.  Just about every morning I stop by McDonalds on my way into the office. Being the creature of habit that I am, I’m usually ordering the same thing…A Susage McMuffin and a Value Sweet Tea (I’m a Southern girl and lovvvvvvvve my sweet tea!).  McDonalds has trained their employees well, right down to the drive through person who takes the money at one window and the drive through person that gives you your food at the next window.  The fellow that takes my order (any money) has gotten to know me and my order so well, when I order a “Coke with lite ice” , he would say “You aren’t getting your sweet tea today?”  I even made a mistake one day and ordered my Sweet Tea without adding “no ice” and he said “No ice, right?” This doesn’t sound like much, but think about it, hundreds of people are going through their drive through each day. Many are ordering the exact same thing I’m ordering, but the drive through person “knows” me and my order and that makes me feel special.  Now isn’t that what social media is all about:  connecting and engaging were it counts…with the customer!