One of the most common discussions these days is the effect of social media on our lives. While it is easy to direct all our energy at decrying the way in which it has created a vast population of lonely people, social media has changed our lives irrevocably. It has meant that everyone who uses this channel to communicate has had to fundamentally change the way in which they function.
As users have become more aware of business practices as well as right and wrong practices, they have made sure that companies are held answerable for their wrongdoings. Especially e-commerce websites and companies in that space. Open here and see the latest trends.
Social media is vastly different from traditional media in several ways:
When a company operates a social media page, it is imperative that they have a connect with their audiences. This means that a page which doesn’t respond on time or doesn’t reply to complaints might be blacklisted.
A lot of consumers have turned to social media to highlight bad business practices of companies in a drive to make things more transparent. Gone are the days of phone queues while consumers waited for ages just to get a customer care executive on the line to file a complaint with a company and get their responses to a query. Thanks to social media, users now have an avenue to control the narrative of a consumer complaint regarding a product or a service that they are unhappy about.
In order for businesses to function well in such an information-driven environment, they need to make sure that they are responsive, customer-friendly, and more importantly, relevant. There have been many instances where company pages have responded rudely or inadequately to a customer complaint or post online and this has led to such posts going viral.
Going viral can be a good thing if you’re the hero of the narrative and the customer or internet users are happy with the way in which you have responded to a complaint or a query. If the response is, in any way, inadequate, then, rest assured that the viral content won’t be in your favor.
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