The Role of Social Media in Customer Communication

Social media has become an influential ground for consumers to share their opinions about a company’s brand and products. In addition, it helps in having a strong brand that produces positive relations and distinguish the brand from competitors, is a critical component for effective marketing. According to Dahlén and Lange (2009) “the quality of the product is not the evident factor when it comes to purchasing a product, the deciding factor depends on how the brand is perceived” (Para. 1). This demonstrates the importance of incorporating social media as a tool to promote brands, allow for interactions, and customer satisfaction by engaging with customers more frequently for feedbacks or reviews. Thus create an opportunity for the company to show its devotion to their customers, and initiate good reputation, which can increase sales. In other words, social media has the ability to upsurge the awareness for businesses as well as the brand.

The paper will began by an overview of the social media sector accompanied by its impact on human behaviour. I will then talk a bit about the modern marketing strategies which companies are using through social media. Later on I will describe the Statistics that Show Social Media is the Future of Customer Service. Finally the essay will conclude with my opinion about the impact of social media on today’s business world and human life.

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.

The study will take the form of a cross-sectional design in which the target population will be people selected via convenience sampling. It aims to assess the view of the customers at a specific point in time. The tools of study to be used will include a random selection of feedbacks from social media. Also, an online search on databases will be conducted to provide relevant journal articles on the companies. Online sources will also be useful in finding out relevant information about the Company websites, and their online platforms in social media will also be examined for relevant

A large amount of information was collected from the articles and journals that were reviewed. All of the information that was looked at was in favor of using social media as a marketing strategy. It can be determined from the first article reviewed that while television advertising and e-mail marketing are effective means of marketing, social media is even more effective. This quote from the article “…consumers that have a greater motivation to find information, have a greater desire to socialize online and use the Internet are more likely to become part of the firm’s social media site” means that using social media puts the company in the perfect position to connect with consumers who are already there (Kumar, Ashish, et al, From Social to Sale). Another article reviewed shares the four most important aspects of social media marketing. The author lists them in order: organizational competence, customer engagement with social media, individual commitment, and organizational commitment (The Use of Social Media in Sales, Guesalaga). These four aspects are essential in having a successful social media marketing campaign. Organizational competence refers to the company’s knowledge, productivity, and expertise with social media (Guesalaga). Customer engagement refers to engaging the customer through methods such as commenting and messaging on forms of social media. Thirdly, there is individual commitment (Guesalaga).

This paper entails the influence that social media has become an important aspect in our lives to such a point that is inedible not to be connected. Explaining the concepts as to why we use social media on both business and personal matter or both combined. Communication has gone severely digital and has increase business marketing to an extreme profitable level. The efficiency of data collection and cloud computing through social media providing business/companies with an upper hand advantage for marketing strategies. The opportunity for conveniency of digital application connections for each and every individual on the internet and to have the option as to what kind of information you want to receive. Whereas detailing the usage from an advantage

Social media empowers consumers to voice concerns and put businesses to the test. As a business owner, you will understand that you want your customers to have the best possible experience. You will also understand that sometimes things go wrong and your customer will be dissatisfied… Using social media gives you the power to ensure your customer is happy whilst advertising your excellent customer service. Customers can contact you both publicly and privately about their concerns, giving you the chance to resolve them. Resolving issues via social media is much simpler than the often confusing email system. Customers are aware of how to structure their complaints as it comes natural in the modern generation and find that their complaints are resolved faster and easier due to the more informal

In today’s business world, social media is being discussed on a daily basis. This phenomenon has taken over the marketing and advertising industries and has changed the way they handle their efforts to attract customers. There is a big misunderstanding that social media are only popular networking sites such as Facebook and Twitter, but as defined by the Merriam-Webster dictionary, social media are “forms of electronic communication (as Web sites for social networking and micro blogging) through which users create online communities to share information, ideas, personal messages, and other content (as videos).” The rise of these online communities has given companies an opportunity to engage in conversations with their customers. This in

The purpose of this report is to show that even though some state that Social Media has fallen short of their expectations, it is actually good for business, given that it enhances the visibility of their brand and helps businesses stay connected to potential customers.

A DISSERTATION SUBMITTED TO THE DEPARTMENT OF BUSINESS STUDIES, CHRISTIAN SERVICE UNIVERSITY COLLEGE IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION.

In recent years, traditional marketing strategies have been questioned about their ability to be implemented in the present. As customers become more technologically oriented and explore the opportunities that the web has to offer them, marketers have identified that there is a need for the implementation of strategies that would allow them to create and maintain relationships with customers on social platforms. As a result, marketers have updated traditional marketing strategies to newly developed strategies that meet their current needs. They have adapted this strategies with the purpose of developing relationships with prospect customers, maintaining relationships with current customers, and fostering and creating loyal customers for the purpose of finding a mutual benefit for the business and the customer. Finally, this topic was chosen because the transition from traditional marketing to the new concept of social customer relationship management tends to be overlooked by some companies. In addition, those companies need to comprehend that the future is here and it is also changing how customers interact with the seller. The goal for paper is to understand and visualize the importance of adapting new social media strategies with the objective of benefit both the seller and the customer.

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.

This primary focus of this study is to investigate emphasis on exactly Social Media Marketing and the way that it has altered the Marketing scenery and how corporations involve themselves with their target audience at a more micro place. A lot of the current theory on this topic comes from industry journals and deals with how digital technologies and social media and are out there altering the way in which individuals are trying to communicate with each other, in general, and the method in which consumers are starting to interrelate with products, services and corporations, more precisely. This study is going to be able

As relationship progresses customers become more profitable as relationship progresses, customers become more profitable (Kotler & Keller, 2006)

2Dr. Talwar Sabanna, Professor and Dean, School of Business and Economics, Department of Studies in Economics, Rani Channamma University, Belagavi-591156 (Karnataka), India.