Social Media has opened up the business world to interact with consumers on a much grander scale. Before large social media sites, those wishing to communicate with a business would've likely been sent to write to a support email. This overall communication disconnect between consumers and the business left a void. Social Media allows users to interact with firms in numerous ways. Some include reviews, posts using hashtags, direct messaging, giveaways, upon other methods. s. As businesses increasingly value the relationships with customers, more and more B2C interaction is bound to happen. Direct communication with firms could very easily result in an individual that is committed to customer.
One of social media's many benefits is that businesses now have a way of promoting themselves to a more targeted audience. Tools within the various platforms allow companies to direct ads to specific demographics easily. This can lead to a much higher advertising turnover/clickthroughs and can bring your business to the next level. However, it is a double-edged sword, as almost every company is now hopping on platforms. This creates a lot of advertising competition, and is becoming increasingly important to think outside the box.
Typically when I review a product or service, it is either positive or negative. If the experience wasn't particularly good or bad, I wouldn't review it. Though if the experience is bad, they will hear my wrath in their Yelp comments. Each comment and star are highly valued for businesses and could mean the difference between getting a customer and not. When the experience is bad, I feel some obligation to warn other potential customers. Or when the service/product is exceptionally good, the business should be rewarded for their great effort. The only time I would review a lukewarm experience is if it was simply overpriced. Nothing peeves me more than overpaying for products/services. Pricing items should not be taken lightly, especially in this world where everything is a click away. When I go on Yelp, I make sure to look at the $$$ to estimate how expensive a particular establishment might be. If your establishment is targeting a college/young aged individual, I better see a $ instead of a $$$$.
Responding to negative reviews as a business is very tricky. If I was one to answer, I would explain that the customer's opinion is justified, first off. It is important to remember who is in the right, and it is always the customers. No matter what they might say, it is critical to accept their bad experience and entice them to come back. This might be in the form of a discount or a special service of some kind. The goal is to make amends with those who had negative experiences. Social media gives the average "Joe" a lot of potential power, whether that be good or bad for your business. That is why it is critical to treat everyone equally with the best possible service because you never
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