Social media allows companies to interact with their fans. Isn't it cool when a company replies to your comment or concern? This shows the customers that the company is listening to them. In addition, this allows the customers to have a voice in the company. The comments or concerns can be reviewed by the company, which can benefit the company in the long run. This happens a lot on Facebook and Twitter.
With Facebook, more in-depth conversations can take place between the company and the customers. If a question is posted, a customer has the ability to give a thorough answer. Similarly, a customer can initiate a conversation and post a question they have. The company can look over the question and respond to the customer.
One way Twitter can connect with customers is through the use of hashtags. They can be utilized for a Twitter chat. Each chat has its individual hashtag. By including the hashtag for the chat, your post can reach more than just your followers. Anyone who searches that hashtag can find your tweet. Plus, this allows other people to respond to your tweet.
One of the older ways you could contact companies was by writing a letter and mailing it to that company. You may have received a response, but it would take some time. Now, responses can occur in the same day. If you have an issue with your Dell computer, you could ask a question on Dell's Facebook page or tweet and mention Dell. A response can arrive much faster by using social media than sending Dell a letter.
Companies want to hear your feedback, whether it's positive or negative. They want to know what you think of them and what they can improve. By providing feedback, you're giving your opinion and having a say in what the company is doing. Don't be afraid to give feedback to your favorite company!
Have you ever contacted a company and received a response?
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