Do you use social media tools on a regular basis? If so, what tools do you use most frequently
Do you use social media tools on a regular basis? If so, what tools do you use most frequently when sharing a positive or negative customer service interaction? Write a brief journal entry describing your experiences.
The modern business era has led to the emergence of social media tools to interact with customers in the sense of sharing information with them and gaining their insights. But there might be different possibilities of the extent of an individual using these platforms.
Evidence supporting an individual might be using social media daily:
An Individual might be a very social person and might like to be connected with the company regarding its product feedback.
An Individual might also use these social medial tools on a daily basis if an individual is an influencer. This means an individual might purposely share the feedback actively on these tools to become popular and influence others' decision-making process.
Evidence supporting an Individual might not be using social media daily:
An Individual might be of passive nature and might not like to invest time on social media tools to share their feedback with the company.
It is also possible that an individual might not be interested in publicizing the problem faced by them with the company. It might also be the case if an individual is very busy or is not interested in becoming an influencer.
The customers are using different platforms to share their feedback and their experience with the company. These platforms include Platform F, T, and I. These platforms are easy to access and easy for the customers to share their views with the company. The companies also use these platforms to gain insights into customers' perceptions about the product and ways to develop new products or new marketing strategies to enhance the customer experience and retain loyal customers. These platforms are gaining popularity with growth in e-commerce.
As the use of social media is growing, the experience of people on social media is different too. An individual might have had a positive experience of using social media because of which an individual prefers social media to share their thoughts on brands. For instance, an individual might have posted a complaint that the received product of Company A is faulty or is damaged and Company A might have quickly taken the action to apologize to the customer and also has replaced the product. This might have created a positive image of posting complaints on social media in the minds of the customers.
There can be a negative impact also of using social media to file complaints An individual might have had a negative experience because some posts of an individual might have got backfired on the individual. For instance, an individual might have posted a complaint about the product but instead of solving the problem, the company sued the customer for spoiling the image of the company on social media along with making the id of the customer subject to trolls of loyal customers of the company. This might be a negative experience for an individual.
There might be following two possibilities:
An individual might be using social media daily as an individual is a social person.
An Individual might not be using social media daily because an individual might not like spending time on social media.
An Individual might be using Platform F, Platform I, and Platform T. These platforms are actively used in modern days because they are easy to use and popular. Customers can share their good and bad service experiences on these platforms with ease.
An individual could have both good and bad experiences from social media. An Individual might have a good experience of using social media as the business heard the complaint and the issue of the individual had been resolved.
An Individual might have a bad experience because the business sued the customer to post a false complaint on social media and the id of the customer became subject to trolls.