The Good of Social Business

22 Mar

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When hearing “social business” I think about a company that is social with their clients and customers. In this decade, the easiest and probably cheapest way is through social media and the different platforms provided. Companies are able to update their consumers on social media within minutes, especially with how frequent users are on the different medias. Some may think sending an email does the trick, but many of times that is sent to spam and never read or customers automatically delete, which was a huge waste. Now with social media, yes people can never follow the company and scroll past it in their news feed, but if they do follow the company, they probably have a better chance of reading a 140 character post compared to a full email.

As a forum for customer service, I think social media is a great place for companies to use the outlets. Many of times people with service questions have small/quick ones, but are  required to go through an operator for their call to be transfer to the appropriate place, and then wait on hold for 10 minutes to ask a simple question. If companies were able to have a customer service twitter or even, if ambitious, have a customer service twitter for each department, so the customer knows the correct person, with knowledge in that area is answering their question.

As a marketing tool, I think social media is a great quick, easy and cheap way for a company to get a product or service out. However the social media managers need to make sure they are going to achieve the most revenue when doing so. For example, their most important posts need to be in the evening, when most people are using social media. Also the managers should make sure they include a visual, and include the link for the visual in between text.  According to Dennis Jenders it is said that links get more clicks when there is text surrounding the link. As a marketing tool, social media is a great platform, but it needs to be utilized at its best potential.

For any business being on social media more than likely will not harm the company, unless they post obscene or explicit material. However, social media will only be truly useful if the business is using it properly. I think the idea of a social business is the best way for a company to draw in new customers and keep their existing customers to come back.

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4 Responses to “The Good of Social Business”

  1. allyemiller March 24, 2013 at 5:53 pm #

    Before, when hearing “social business” I thought about companies tweeting, posting to Facebook, and using other social media outlets to push information out to customers; however, I’ve realized there is a difference between being a social brand and a social business. A social business is so much more. Like you said, social media can be used for customer service, internally with all the departments, external suppliers and partners and more. By becoming a social business everyone wins and gets more value out of it.

  2. rosaleemackinnon March 25, 2013 at 9:37 pm #

    I agree with your point that social media is a great marketing tool. With all of the platforms out there, the analytics of each outlet is very important for brands and their customers to understand. With this knowledge, companies can assess where to expand and grow when it comes to sharing their brand with the right target consumers.

  3. alisonmancuso April 21, 2013 at 3:15 am #

    Leah,

    This is a great post! You’re very accurate in stating that utilizing social media is a very cheap and easy way to communicate with consumers quickly. One of the biggest things I enjoy about social media is that I can look at it at my own leisure, and it’s not constantly pinging onto my phone like emails do. Companies should definitely analyze their situations and determine if becoming a social brand would be beneficial to them, however, if it is not the best strategy for them, it may not be a bad idea for some of them to launch a social media account simply for dealing with customer service issues. I know I’m very appreciative of companies who help me sort out an issue quickly as you mentioned, and not having to listen to hold music for two hours on a Saturday afternoon!

    Great post!!

    -Alison

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  1. The Good of Social Business | Jamie Medwed - March 22, 2013

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