Business Studies

Digital Marketing Topic 7 Q2 Using what you learned in the “8 Tips to Build Customer Relationships With Social Media” topic resource, discuss how a business can use social media to build customer relationships. Provide two specific examples that support your ideas.

ANSWER

How a Business Can Use Social Media to Build Customer Relationships

Over the years, consumers have moved into online purchases which makes trust and brand loyalty important as compared to the traditional face-to-face interaction. Customers are highly relying on social media platforms which have been significant in gaining awareness and details about products or brands (Hussein and Hassan, 2017). Therefore, can use social media to build customer relationships because it provides an easy way for people to contact a company and share their experiences.

Businesses can use social media to build customer relationships by providing an easy way for them to provide feedback and share experiences through chats and comments (Atherton, 2019). Businesses should focus on things such as responding quickly, one on one communication, listening to what customers say, and recognizing people who share positive experiences. Personalizing conversations when responding to comments will go a long way in building customer relationships. Customers want immediate responses to their questions (Hussein and Hassan, 2017). For instance, instantly replying to reviews, comments, and questions on Facebook, Twitter, or Instagram helps a business to maintain a positive relationship with its customers.

Building a community for the customers increases their trust and loyalty which will also boost customer relations since consumers have a place they feel safe, connected, and informed. For instance, Facebook Live can be effective for interacting with customers. Through social media helps businesses keep in touch with people who have already purchased from them or used their products and services. These people are more likely to support a brand if they feel involved somehow with it, so staying in contact through social media is important for promoting sales. Appreciating customers through contests and giveaways on social media strengthens engagement and interaction which play a great role in building customer relationships (Atherton, 2019). Facebook live segments are one of the most suitable places to host giveaways and contests that build customer relationship. In summation, social media can help businesses interact with customers, respond to their requests and share experiences to build customer relationships.

References

Atherton, J. (2019). Social media strategy: A practical guide to social media marketing and customer engagement. Kogan Page Publishers.

Hussein, R., & Hassan, S. (2017). Customer engagement on social media: how to enhance continuation of use. Online Information Review.