Social media
In recent years social media have been become ubiquitous for users and companies, as many people use Facebook and other social media platform to follow brands. Many people learn about a brand or hear of others experience with the brand. As a result, companies invest heavily in social media by establishing brand fan page on which company conveys brand-related content that users can like, comment or share and the company can react with the observation of their own. It allows companies to advertise and reach the maximum number of targets, especially the youths who consist of the majority of social media users. Social media enable interaction between a company and its customers, which help create a community that revolves around the brand and foster brand relationship.
Social media can be used as a quality control tool.
Social media allows for the owner of the business to identify any issues with the brand- it is common for companies to make inevitable mistakes in the market but what matters is how an individual mitigates the repercussions of errors. Today many companies hire passionate users of the different platforms where the company does business to act as advocates of a brand. As a result, whenever there is an issue with brand quality, the advocates become the first to know and notify the company. The company then takes necessary actions to stop the issue from spreading and assure the complainers that the problem will be sorted. Hence, the company prevents negative information from spreading and also impr5oves the quality of the brand.
Social media helps to increase the attractiveness of a brand- companies use social media to communicate with frequent social media users about a brand and then get immediate feedback about the quality of a product. This is in line with emerging activities such as open innovation and crowdsourcing, where you invite outsiders to monitor product development and perform some task when the need arises. The potential benefits which accumulate from the initiatives include it increases the accuracy in terms of securing a tight product-market fit and thus increase the attractiveness of the final product.
Improved customer relationships are also easy to achieve through the use of social media- The social media may help a business to create an online community of customers. It becomes easy to interact with customers on a more regular basis. The two-way communication allows customers to get answers to their questions in a more personalized way as they such for information, give feedback to the company and make purchasing decisions. The direct interaction with clients also allows for customization of company products as customers tell the company of their tastes and preferences concerning a particular product and they would wish for the product to appear.
Data measures
Social media gives companies data measures- Social media allows the company to establish the effectiveness and efficiency of products and services. This is measured by collecting determined by collecting data on quality dimensions such as efficiency, fulfillment, system availability, and privacy. This help the company to understand the market, in particular, the dataset encompasses information on customer and include their demographic information and contract history as well as data on all individual interacted with the company customer service. This data gives the company an overview of the market and how to improve the market.
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