What kinds of campanies are best suited to use theseplatforms?As far as I am concerned, it is not necessary all companies need to use Facebook and Twitter forcustomer services and advertising. The reason is the small businesses are not really need toinvolve in social media. When the company cannot effectively using the social media and givingresponse to the customers, it will bring negative impact on the company at the same time it willdamage the brand of the company. Social media can help some companies interact with theircustomers but not all the companies. Some customers just want the company be accessible and itdoes not mean want to follow or like the company. For the small company, business owner mightnot have enough time to manage the social network and give respond to customer questions.Moreover, some of the company especially small company is lack of experience or technicalskills to carry out the social media.However, besides small companies, the other large and medium companies shound use Facebookand Twitter. With the current technological advancement most businesses need to advertise theirproducts to many potential customers as possible and social media offers the best platform ofshowcasing the products to a wider range of customers and therefore, no single firm should beleft out. It is also the desire of all businesses to expand and this can be effectively be done bycarrying out expansive market research and social media greatly assist in this. Customers beingthe king in every business, the business should ensure that they interact with them more often toknow their perception of the product hence social media should be sort for to enable this be doneat a relative lower cost.Before a company jumps into using Facebook and Twitter it needs to make sure the customerassistance mechanics are in place to process customer service requests. Best Buy did it right byusing a dedicated tame of Twitter responders. If the company’s employees are not available forthe unanticipated response volume, the plan could backfire. The same goes for advertisingvolume, Wrigleyville effectively uses Facebook and Twitter for product promotions and conteststhat draw customers in and makes the company’s offerings more interactive with customers.Companies who interface directly with consumers are probably more suited to use Facebook andTwitter promotions. But as Starbucks discovered, the promotions must be well-thought out.Other group of companies that should attempt to use the platform are those are newly getting inthe market or those that are expanding since they enable easier and cheap advertising andbranding.
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- Fall '19
- Hung Giang