Developing Further Relationship with the Customers through Social Media

This exercise demonstrates the importance of social media and how it can have an impact of customer relationships. There were well aware of the commitment to customer satisfaction. In fact, they came in last in this category when compared to other airlines. That quickly turned around after an incident in February of 2007. The company then started to use social media platforms such as Twitter, YouTube, and Facebook to better communicate with their customers. As a result, they have rebuilt and improved their relationship with their customers. They seem to be more concerned about brand building than sales.

In light of this, this paper will discuss several reasons why social media marketing has become exceedingly popular among businesses of all sizes. It will also examine some benefits and pitfalls regarding business

Social media is defined as a group of Internet-based applications which build on the platform of Web 2.0 and the contents of these applications can be modified by all users in a participatory and collaborative method (Kaplan and Haenlein, 2010). Social media creates a platform for companies to talk to their customers as a hybrid element of promotion mix. With the emergence of social media, the tools and strategies for companies to connect with customers have also changed (Mangold and Faulds, 2009). To adapt with the emergence of social media in the marketing, companies should have unique insights about these significances (Quan-Haase and Young, 2010). The significances of social media embody three main aspects which are technology, decision-making and purchase behaviors of customers.

Social media is presently one of the best opportunities that is available for a brand to connect with the prospective consumers. Social media can also be treated as a medium for the socialization. For the businesses, the social media is a marketing opportunity for transcending the connecting between the consumers and the companies. The influence of the social media is infiltrating various aspects of our lives(Arca, 2012). Social media is constantly rising and the impacts of the social networking is penetrating in almost all businesses Social media are often used for spreading the knowledge about the changing opinions of the people. Important marketing tactics are applied to these social networks for better outcomes. Businesses with a well-established and ethical social media platform have more chances to become successful in the competition of the social networks. This research report comprises of the detailed explanation for the advantages and the disadvantages associated with the social networks. A rigorous analysis for the subject has been done in the report.

Social media is different from more traditional marketing tactics as it offers a free platform that is easily accessible to anyone with internet access. This allows for the increase communication for organizations to foster brand awareness and often, and

This case investigates how the use of digital media is becoming increasing global and competitive. Digital media such as: web videos, e-books, and social media have changed the way organizations communicate with prospective and current customers and have shaped the communication strategies organizations employ to engage customers. It is playing a major role because of its ability to bridge distances and enable the development of relationships which are the key components for any business. It is totally reshaping organizations. Both large and small businesses have realized the value social media brings to their organizations, something that employees and customers are expecting more and more. Benefits include improved customer service, innovation, responsibility and trust. This paper therefore explores ways in which digital media was used to communicate information to achieve a specific goal of an organization or individual.

Social media gives you the amazing potential of finding your target market and sell directly to them in a mutually satisfying relationship. Social media is also a great place to watch and learn from your competition and your industry.

Is social media “where’s it at” for businesses’. In the article by Ford Saeks social media is “where’s it at” for businesses’ today. He converses the three levels of communications. Saeks discusses how social media should be a lover and not a fighter situation. Businesses’ should and foremost to stay attractive to the customer. No customer wants a run-down website, so keep those websites trim, fit, and attractive. Then Saeks states if you want to keep the customers’ coming back open the communication line. If there is no communications in this vast relationship, then the ship is not leaving the harbour. After the relationship between customer and the website have united, Saeks reminds business that the relationship is an open relationship.

Organizations will need to incorporate social media tools into their marketing and communication strategies. Social media will shift the consumers views on the business because they will now be able to spot the degree of openness and responsiveness in the business (Schein, Wilson and Keelan, 2009).

| First, marketers must realize that they often do not control the content on social media sites. Second, the ability to share experiences quickly and with such large number of people amplifies the impact of word of mouth in a way that can eventually affect a company's bottom line. Third, social media allow marketers to listen. It is no longer one way communication. Marketers now can actually have conversation with customers and get feedbacks. Fourth, social media also provide more sophisticated methods of measuring how marketers meet and interact with consumers than

Advantages of using the social media aspect can attract the attention needed to promote a product or service intended or drive traffic to the intended website of services. This type of channel has the ability to bring people together from all over the world as well as allows each person to express their own opinions and ideas, providing well-needed feedback. Disadvantages of this method when not used properly or failed to promote the communication effectively can cause a permanent damage to the company’s reputation; as this mistake is seen in front of hundreds or thousands of people who also have direct and easy access of spreading their messages online. This way of communicating can also be more time consuming as someone has to be constantly checking in to make comments, answer questions, and reply to feedback.

Singla and Durga’s (2015) research proposes an explanation for the competitive advantage by using social media in business marketing. The article presents the benefits of internal and external use of social media within an organization. These values include processes of the value chain, and the influence on sales and marketing (Singla and Durga, 2015) . Incorporating social media can contribute to the overall success of a company by providing a unique approach highly targeted marketing (Assaad and Gomez, 2011). Individuals use social media platforms to obtain information about a given business, due to the frequency and timely information that is offered by the business social media sites. Businesses have the opportunity to post about the latest products, services, or upcoming events so their publics can stay up-to-date (Ozya and Edwin, 2015). Social media provides marketers and retailers with a convenient and accessible way to reach consumers and allows consumers to purchase more through the internet

According to the statistic from Social Media Examiner, 96% of marketers are currently participating in social media marketing. Increase the brand awareness will be one of the advantages. Social media is a convenient way for people to learn about an organization, they only need to search the name online and will get all kinds of information. Using networking website will also let you reach more customers compare to traditional advertisements because of the large user base. Moreover, it will give you more brand authority. When posting online, it gives organizations a lot of opportunities to reply customer’s questions and address their concerns. This will make the customer feel they are being taken care of the company and also the reliability of the company will increase, because it is a direct interaction with customers. Social media will also improve the search engine ranking. Although post on social media may cause website traffic, it is still good for companies if they make post regularly. The ranking is important for companies, when people type the keyword, you want your company to be at the top of the page, otherwise your competitors will take your

Social media has taken the marketing world by storm. Today, not only do companies have a dedicated Website,but organizations, representative of all industries and sizes, also have a blog, Twitter account, Facebook page and a Youtube channel (Wetpaint & Alimeter, 2009). In fact, social media is the number one activity on the web. Because of this, companies view social media as a critical component to its overall marketing strategy, especially since these tactics are cost-effective and produce results (Wetpaint & Alimeter Group, 2009).

According to the Changi Airport Group’s operating indicator as of September 2015, “Singapore Changi Airport handled 4.42 million passengers in September 2015, an increase of 3.9% year-on-year” (Changi Airport Group, 2015). This shows an increase in the number of passengers the Changi Airport Group has handled. Therefore, the current strategy that Changi Airport Group has adopted, new media, is definitely relevant as it serves as both a sales and distribution channel for the company (Kaplan Higher Education, 2015).