93% of customers believe that
businesses should have a social media presence. The increased demand of social
media for businesses is the result of customers needing to feel like they are a
part of the business. They want to have a say in the products they are buying
whether that is providing ideas for new products or correcting problems with
current products. The increased connectivity has lead to an increase in
innovations both in products and advertising.
Many tech
companies release beta versions of software with the intent of gaining feedback
from early users to fix bugs and polish the software. This idea extends outside
of the tech world. Long before the internet there were customer surveys sent
via main to evaluate a business’ product or service. Now with the internet the
speed of communication is at an all time high. Additionally, the amount of
information gathered is more than ever before.
With the
increased information and connectivity businesses can better identify their
customer demographic, helping them provide a product more suitable to their
needs and wants. Tools like twitter search, google alerts, and social mention
provide a free avenue for businesses to filter through the vast information to
identify the sentiments of their customers. Each of these are basic forms of
Social Media Management System (SMMS). SMSS are a comprehensive program that
can be used to: publish content to multiple channels; review and monitor
activity; review and evaluate metrics. Making the customers input useful is the
main purpose; you can maintain a social media presence, but if you are not
active it will not benefit the business.
Please leave a comment whether or not you have interacted
directly with a company about a product (positive or negative). Is this
appealing to you and do you think your feedback makes any difference in the
grand scheme of things?
Sources:
Sources:
Hastings, H. (2010). How social
median can be used to dialogue with the customer. Ivey Business Journal,
Retrieved from
http://www.iveybusinessjournal.com/topics/strategy/how-social-media-can-be-used-to-dialogue-with-the-customer
Holden-Bache, A. How
to Leverage Social Media to Generate Revenue. Charlotte NC: Mass Transmit.
(2012) Retrieved from: http://www.slideshare.net/masstransmit/how-to-use-social-media-to-generate-revenue
I can't think of a time that I have interacted directly with a company about a product, but I do believe it is important for buisnesses to get feedback from customers either being good or bad feedback. As a business the more you know about how consumers feel about your product the better you can make decisions to improve and also retain your customers. I also believe that social media is a great outlet to acheive customer feedback and grow your business.
ReplyDeleteGiving feedback to a company is quite useful. It would help business to improve their work or product. However, I don't recall ever doing such thing. In terms of having customer feedback through the social media, would doing a survey be considered one of them. If so, then I've seen a couple, but there wasn't really a motivation for me to do so.
ReplyDeleteI do not think that I have interacted directly with a company about a product (positive or negative).
ReplyDeleteHowever, I believe that giving a feedback to a company is useful for the company. No doubt, that feedback would benefit the business to improve their business. Social media can be used in a good way to get so many surveys that can help the business.
I might interacted directly with a company about a product depending on the product and if I thought it might be useful.
I have interacted directly with companies about several products or services. Giving feedback is very useful for a company because most often, the company does not realize there was an issue, in my case, an issue with one company was its online ordering. I know its difficult for most people to provide feedback, good or bad, to a company, but how else could you provide helpful information so the issue gets some attention!
ReplyDelete