How to Properly Interact
Just like with most human interactions and understanding there is an art behind it. To know when to ask a question and what kind of question to get a positive response. As well as addressing and solving customers concerns and issues. There is no "he said, she said," it is all time stamped and documented which allows for no error or misinterpretation. Social media can be a firms greatest ally or enemy.
Once a online pressence has been established a community will start to blossom from the interactions between the firm and customers or from customer to customer. The community will share other aspects of the product or new insight, by the firm promoting others content it reinforces the sense of belonging to this online community.
Creating a Community