Feedback Frenzy

Customer Feedback is a huge advantage of Social Media Marketing. For a company to be able to one on one communicate with consumers is extremely helpful in the sense that they receive different insights on how they can innovate their company. Through tweets, comments, shares, and likes companies can see first hand the response consumers have to new products, any issues a customer may be facing with the company or product, they way they're reacting to changes, and thoughts people have about the companies. They can do all this while simultaneously creating and maintaining their brand image, and also increasing awareness and recognition of the company.

If anything is true about people it is that they LOVE to be involved, whether it be with companies, restaurants, events, or even just other people's business. They want to know everything first and they want continuous updates about everything. Social Media acts as a tool to help the customers get involved with companies. Through gratitude, complaints and suggestions social media is right there helping companies receive this customer input. A lot of the time you see on twitter people complaining about the product they received, or an experience they've had and the company tweets right back trying to diffuse the issue and compensate the customer. This helps companies with their awareness because it gives off the image that they care about their customers and they do not want anyone having negative feelings towards the company, but it also helps their customer service department so now customers feel like, if theres an issue with a business it can be resolved without having to wait on the phone for hours.

Another way customers can get themselves involved is on Instagram. If you enjoy a product and want to tell the world it is encouraged that you post about it, especially with pictures. People love pictures, personally I use pictures that companies have of ordinary people whether, reposted, retweeted, or tagged as a sort of customer review of the product. Some companies have competitions where they'll post the picture on their own page in a way to market their product and make the customer whose photo they're using feel involved. I know a lot of companies even send free stuff to customers with a high following to post on Instagram or Twitter and advertise/market their products as an ambassador for that company.