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Examining company practices related to social media Lynn Good, Christopher Chowns

Examining company practices related to social media

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Examining company practices related to social media

Lynn Good, Christopher Chowns

Online Reviews

• Explains how the interaction went with a company

• Usually rated 1-5 stars

• Positive & Negative feedback

• Check out company reviews

Positive Online Reviews

• Makes the company look good

• Gain trust in the company

• Reinforces what a company does well

• Brings more customers

Negative Online Reviews

• Negative reviews can be turned around

• Can help to improve company

• Respond as soon as possible

• Thank consumers for their feedback

Why leave a review?• Good for the company

• Company can better understand what they need to do

• Shows the companies strengths/weaknesses

• People benefit from reading reviews

Should companies interact with users in social media?

Here’s some reasons why they should:

• Gain more loyal customers/clients

• Gain brand visibility through personal interactions and discussions

• People would like responses regardless of the issue

Loyalty in Customers

Any business or company needs loyal customers to grow

Social media interaction is a huge help!

Brand Visibility

"Even if they come to you with a concern or an issue, you’ll get brand visibility and an opportunity to show off your ability to quickly and effectively correct the problem"

(DeMeres, 2014).

There is good and bad brand visibility

Social media interaction is an example of good brand visibility

People want responses

On Twitter, 86% of individuals would have preferred responses (Martiz Research, 2015)

51% do not expect an answer (Martiz Research, 2015), this should be lower

Summary

Interactions on social media is great for companies

This helps breed loyal customers and give better brand visibility

I t will give a more positive experience to customers, clients or users

References

• DeMers, J. (2014, September 9). How Negative Online Company Reviews Can Impact Your Business And Recruiting.

• DeMeres, J. (2014, August 12). 7 Reasons You Need to Be Using Social Media As Your Customer Service Portal, retrieved June 12, 2015 fromhttp://www.forbes.com/sites/jaysondemers/2014/08/12/7-reasons-you-need-to-be-using-social-media-as-your-customer-service-portal/

• Larsen, J. (2011, September 1). Martiz Research and evolve24-Twitter Study. Retrieved June 12, 2015 fromhttp://www.maritzresearch.com/~/media/Files/MaritzResearch/e24/ExecutiveSummaryTwitterPoll.ashx