The customer is always right…right?

Social media has changed the game for both consumers and companies in so many ways. Even in the past ten years we have seen huge growth with companies across every industry beginning to develop a social media presence in order to promote their services and products, while also gaining invaluable information and feedback from their customers. Companies need both positive and negative feedback in order to grow, so they know what’s working and where they need improvement. Social media sites like Twitter and Facebook give customers a place to bond with a community, give instant feedback and stay connected with their brand.

A study about Customer Experience Marketing showed that customers expect the same experience throughout every point in their purchase from researching the item, to purchasing, to shipping, to billing, etc. the customer wants the same guaranteed satisfaction at every level of the process. Customers also want the same experience across all social media channels, ie: Twitter, Instagram, Facebook, company website, etc. Point being, companies have to offer the best services at all purchasing stages on every social media site in order for their brand to have sustainable success.

Why would a company focus on customer experience marketing through social media sites? Well, for many reasons.

  • It’s fast & it works both ways: Customers have a good/bad experience, companies find out on social media immediately. If the company deals with the problem properly, the situation can be righted, and they have just converted a naysayer into a brand advocate.
  • It’s user-friendly: Social media sites are growing rapidly in popularity, and they are easy to navigate for customers to connect with brands and companies for information, promotions, etc. and it is easy for customers to give instant feedback.
  • S.M. works smarter not harder: Companies who are using social media the right way, have made their efforts cost effective and time efficient. Before social media if a company wanted to get feedback they would normally send out surveys, which is expensive, time consuming and doesn’t always give the best representation of available data.

Have I convinced you that the customer experience can be enhanced through social media? I sure hope so, but if you still need an extra push, check out this great video.

 

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About Carol On the Run

Hello everyone! Welcome to Carol_ontherun. I am a fitness and health enthusiast striving for happiness in everyday life. I am a Graduate student at Southern New Hampshire University in the Sport Management department. I work as a Research Assistant for the department and for the School of Business Dean’s Office. I have a background in Nutrition and Wellness from the University of New Hampshire. I created this blog to cover some topics in the health industry that I find interesting, influential and potentially controversial. In a country with growing health concerns, it is important to understand that while there is a lot of great health and fitness information available, there is also a lot of misinformation. In this blog I will be covering topics related to fitness, health and wellness and how the media’s influence in our society affects how this information is distributed to consumers. Read on to find out more about social media and it’s influence, and my passion for the health and fitness industry. I promise to deliver factual information in what I hope to be an interesting and potentially humorous manner! "I enjoy running, and spend most of my time running around"
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