While I’m working in the Social Media team at Rogers this summer, I’m not a spokesperson for the company and views expressed in my blog are my own.

Yesterday Keith McArthur, senior director of social media and digital communications at Rogers, along with ING Direct CEO Peter Aceto, were guests on Business News Network’s “Headline” hosted by Howard Green.

It was an interesting and informative interview with  concrete examples of how two large companies are using social networking to reach out to their customer base, as well as employees, using social media.

Keith discussed ways in which Rogers is using social media to engage with customers.

“Big brands, for a long time, have been able to talk to their customers,” Keith said, responding to Howard’s question of why Rogers is on Twitter. “We’re using this as an opportunity to really listen to our customers in a way that we never have been able to before. So being on Twitter, we can hear what they’re saying, we can respond and help them resolve their issues that they haven’t been able to resolve.”

Peter from ING made the point that his company never created a plan to achieve a return on investment (ROI), but reaching out to customers is the driving force behind the company’s social media strategy.

“We (at ING Direct) know that there’s more and more activity happening (online),” he said answering why his company uses social media. “This is where the conversations are happening; we want to be where the conversations are happening.”

Click the picture below to head over to the BNN web site where you can watch the entire interview. Tell me your thoughts!

keithmcarthurBNN

 

Advertisements