Social media has fundamentally changed the way companies communicate with their customers.
What used to be a one-way dialogue has become a two-way conversation, a great channel that allows a company to receive both positive and negative feedback they can use to improve their products and services.
Back in the day, companies used to reach customers via different media formats: newspaper, radio, and TV.
All of these remain popular advertising channels; however, none make it possible to track their ROI.
How many customers ended up buying a product because of a specific marketing campaign?
How many buyers first learned about a product on the radio? How many of them saw a specific newspaper ad? It’s a guessing game at best.
When the Internet came around, and results were measurable by tracking website visits and click-through rates, metrics started to become more accurate.
But there was still no way to communicate with the customer — it was all about getting them to your website and hoping they would find what they were looking for.
The reason why a visitor left a website after only four seconds could only be speculated.
With the advent of social media marketing now has a totally different reach and return.
Social media allows for a true connection between the company and the customer, where both can communicate with one another.
It is one of the best examples for a true win-win situation: the customer can raise his opinion and get a response, while the company gets to dive deep into customer care and assess their overall performance.
Below are ways you can manage your social media