BU S I N E S S R E V IE W
Social Media AND ITS OVERALL Darvin Agency
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EFFECTIVENESS
ocial media has established a prominent presence as form of marketing utilized by companies in countless industries worldwide. There are a variety of inherent factors that can prove to substantially increase a company’s brand equity and visibility, or possibly victimize a company’s reputation. The way in which a social media strategy is implemented and monitored can go a long way in determining its overall effectiveness.
Today’s market features a wide array of consumers who have certain expectations of brands, products, and services. Discontented and social media savvy consumers are simply awaiting any opportunity to voice their opinions via Twitter, Facebook, and associated social channels. This makes it even more vital for a company to thoroughly research and consider what methods of social media are most appropriate and beneficial to their needs.
The key to a company’s successful use of social media is all about the results and the ability to properly measure them.
There are a number of steps that can be taken in order to avoid the aforementioned social media disasters that occur frequently in today’s online marketplace. The first involves being realistic and properly understanding the relationship between conversations on social networks and other types of customer interactions. The next step includes utilizing a multi-channel strategy for customer sales and service. While social media is quite effective, interactions taking place at brick and mortar locations, on toll-free lines, and during online customer service chats are also very important in providing a comprehensive view of consumers’ opinions. The following step focuses upon viewing your data and evaluating the technology that is currently in place in order to understand consumer behavior and the voice of the customer. The final measure that can be taken to avoid a social media disaster is to have a designated employee that specializes in the customer experience delivery chain. cont’d on next page
115 Inner Circle Executive • Spring 2014
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