Welcome back again to my blog. In the past I have been discussing the importance of social media technologies in the everyday business. Last post I analysed the efficient use of those tools in a non-profit organisation like LIVESTRONG. Well, this time the turn is for an organization from the professional Services Sector, so RACQ comes to rescue us!
The Royal Automobile Club of Queensland – the RACQ – was formed in 1905 with just 12 members. Today it is the State’s peak motoring organisation, representing the interests of almost 1.2 million members. Wow, that is a lot of members!! So, how have they been increasing their memberships? Excellent quality of the services, marketing strategies and exceptional customer satisfaction are the answers.
It is just in this point when we should mention how RACQ use Social media tools as Facebook, Twitter or Youtube to interact with its customers and create value into the organization.
Marketing and sales: Communication/Interaction.
RACQ concentrate its efforts to develop a Facebook Page suitable for receiving comments and complaints from users, and to transmit new services, rates and discounts on memberships. RACQ is aware that social Media must be considered as another important communication channel for the organization and treated with relevant priorities.
Customer service: Providing customer care
I reckon this is the most important organizational function where RACQ add value through the efficient use of Social Media technologies. In its Youtube channel, the company focus on distribute videos to help the community with new road laws and road safety advice. So, they just don’t focus on selling their services, but they provide customer care, adding value to the supply chain.
In the followed video we can see the advertising done by RACQ to warn pedestrians about using technologies when you are walking or crossing a street.
(Clearly this is ironic as this video is broadcast on Youtube, one of the social media tools that makes pedestrians being distracted :/ )
Finally I just read on internet the following quote: “If a Business doesn´t have an online presence, the business doesn´t exist”
Do you agree or disagree?
Thanks again for the reading, fell free to comment the post. Hope you enjoy!