As the world of social media continues to evolve, so too does the way that customers interact with companies.
Over recent years the use of social media platforms to interact with not only each other but global companies have skyrocketed. The figure below by Statista outlines exactly how integral social media has become to our lives and how it is expected to grow well into the future.
However, whilst this can be positive and help companies gain much needed exposure in such heavily saturated markets, it can also have implications of being detrimental, as bad reviews can be spread worldwide instantaneously. Take a look at this article by Marianna Pallini, it further highlights just how much social media can influence a companies/ individuals reputation
Therefore, in order for businesses to be successful with social media marketing they should follow these simple rules:
But most importantly…..
I know that may see a bit left of field but hear me out on this one.
By being informal and genuine with your customers it can help to build trust and soften the impact of negative complaints.
Take a look below at some companies who have nailed this concept!
Photos sourced: BoredPanda
Although these are light-hearted, they are actually crucially important to the overall business social media strategy.
Some key implications that can be drawn from this is that, not only is it crucial for businesses to have an online presence, but they also need to understand how to interact and most importantly engage their consumers as merely having a webpage or social media account is rarely enough to be recognised in the online world.
Join the conversation below and let us know if you have ever seen funny company responses online and if you think they are appropriate or not.
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Additional readings and references: