1 1. Access
the people, organization, and technology issues for using social media to
engage with customers.
For
aspect of people, facebook and twitter are ways to keep in touch with friends
and to let them know what they are doing. In aspect of organization, facebook
and twitter has become a powerful tool for engaging customers. For example,
location-based businesses like gourmet food trucks can tweet their current
location or check- in their current location to loyal followers or fans,
Appointment-based businesses can easily post cancellations and unexpected
openings. While in aspect of technology, company can fast respond to the
comments of customers whenever or wherever through social media quickly and
always update their new products.
2 2. What
are the advantages and disadvantages of using social media for advertising,
brand building, market research and customer service?
The
advantages of using social media for advertising, brand building, market
research, and customer service are—first, we can reach to customers easily.
This is because we will never know who will direct a friend into our facebook
page or twitter. So, through these social media, our potential for reeling in
new leads is unlimited. Second, we can build brand loyalty. Not only can use
social media to build our brand, we can use it to demonstrate our personality,
interact with customers and show them we care about our customers which in turn
will breeds loyalty. Besides that, it will also help in our company reputation
and build relationships. Third, we can do market research online which can help
us in learning how to improve our products and services. By open communication
through public comments, we can learn what we can to in order to make our
product more palatable. Using social media for advertising is the most
cost-efficient in comparison to other marketing methods. There is no boundary
in internet. Your products can be known to the whole world through advertising
your product using social media.
The
disadvantages of using social media for advertising, brand building, market
research, and customer service are—first, time intensive. It takes time and
effort to update your social media account. Content must be created, edited,
approved and published. Comments must be responded quickly and pages must be
maintained. Besides that, social media marketing can be seen as intrusive. Some
avid social network members feel that marketing and advertising is instructive
to their privacy. Users may feel ambivalent to uneasy about sharing personal
information and place social networks low in security confident. Other than
that, using social media for marketing activities is lack of feedback control.
One aspect of social networking that is especially damaging to marketing
campaigns is negative poet responses. Unhappy customers or industry competitors
are able to post disparaging or offensive pictures, posts or videos. All these
can affect the company reputation and may affect the product demand at last.
33. Should
all companies use facebook and twitter for customer service and advertising?
Why or why not? What kinds of companies are best suited to use these platforms?
In
my opinion, all companies should use facebook and twitter for customer service
and advertising. This is because social media is an indispensable thing for
today’s world. Almost everyone in this world has their own social media account
to interact with one and other. Anything they have to say about a brand for
example, compliment, rant, rave, recommendation, displeasure will eventually
get posted on their own social media accounts. Thus, using facebook and twitter
are the most effective way for customer service and advertising. In my opinion,
automobile and computer companies are best suited to use these platforms.
Unlike other company like clothing and food company, the attribute and
performance of computer and automobile are physically existence. Consumers are
able to elaborate and knowing the attributes and performances of the computer
and automobile based on the information provided by the company. For food, the tastes
of the product are hardly to describe and promote just from internet. Customer
had to try it in order to know the taste.
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