companies nowadays apply more emphasis on customer service and satisfaction (Laudon, K. C., & Laudon, J.P pg.396). In contrast, the disadvantages of using social media for advertising, brand building, market research, and customer service are that many companies have received negative feedback from content they have uploaded and also companies like Microsoft and Starbucks triggered a negative response from customers by posting a statement on Twitter, which did not please the audience (Laudon, K. C., & Laudon, J.P pg.397). 3.) an example of a business decision that was facilitated by utilizing social media is Lowe’s “In- a-snap” Snapchat series (Laudon, K. C., & Laudon, J.P pg.396). This is a series where customers and viewers are able to engage in the Snapchat story that’s as posted by learning how to install shelves and being able to tap on the screen to put in a nail on the wall and all other types of handyman activities (Laudon, K. C., & Laudon, J.P pg.396). With Lowe’s social media activities, Lowe’s received an increase of brand engagement (Laudon, K. C., & Laudon, J.P pg.396). Lowe’s wanted to give out the impression that they are beyond just their products and services. 4.) I believe that not all companies should utilize social media technology, as it is only beneficial to those who are aware of how to use it. To add to this, it would not benefit a company to spend tens of millions of dollars on social media campaigns if the company’s management barely maintain their social media pages (Laudon, K. C., & Laudon, J.P pg.397). To exemplify, auto industries who have local dealers, seem to not benefit from social media technology, as many of the dealerships do not try to maintain their services on social media (Laudon, K. C., & Laudon, J.P pg.397). As a result, the industries that will benefit by the usage of social media are retailers, restaurants, entertainment such as, Netflix, and technology companies. Bibliography: Laudon, K. C., & Laudon, J. P. (2018). Management information systems: Managing the digital firm. Harlow, England: Pearson.
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