Social media marketing entails More than simply spreading a company’s message via tools such as Facebook and Twitter. It is also about reputation and brand management and using those things as advertising opportunities through platforms like those previously mentioned. Social networking marketing is frequently able to surpass traditional marketing campaigns since it uses sources Apart from the marketing department. The customer service department is an unlikely spot for social networking marketing to occur, but due to the public nature of social networking, it can be a terrific place for brand protection and word of mouth promotion to occur, all because the customer service department is on the ball and handling customer complaints.
Here’s an example of how Social networking marketing works.
- A client has a complaint with their supplier. They send out a tweet, which is observed by their 750 followers: Channel 213 is outside, and right before the big game. Stupid Satellite Company. Been sitting on hold for previous thirty minutes.
- The satellite business is Tracking Twitter, and they react to help. Request them to send an immediate message, or they might even offer to call the client themselves.
- After a couple of direct messages Forth and back, the satellite business can diagnose the problem. It is something wrong with the equipment of the company. Meanwhile, they tell the client to switch to another channel that is currently carrying the game.
- The client is extremely content. Does he feel heard, but he’s now able to see the game. He tweets out, Satellite Company just told me to change to station 271 for the match while they fix the issue. They are going to have the old station up and running by halftime. This is brand defense.
- The client’s buddies are interested in seeing the game, so not only do they change to the station, but the message by them for their friends. This also tells other audiences where they can get the new channel that is word of mouth marketing.
Their customer service response since the client told everybody became a networking marketing feature. Followers and his friends – who trust him, and that he has a connection with are more inclined to hear him if he recommends that satellite supplier. This is because individuals have begun ignoring advertising messages, preferring to think their friends and networking connections for recommendations. The lesson for brands looking to use media marketing is they will need to have relationships with their clients. It means they must communicate with them greater than offers and advertising slogans. Brands that use Social networking marketing talk about things other than their service or product with their clients. They help customers solve problems, answer questions in their business, and urge them to locate solutions.