The world of marketing has undergone a sea change in recent years. Gone are the days of traditional marketing efforts; as people spend more and more of their time online, the age of digital marketing is in full swing.
Social media has played a large part in the transition from traditional to digital marketing; it offers businesses and consumers alike new ways to communicate. Companies can tailor their marketing efforts to certain demographics with more accuracy and efficiency and build personal relationships with their customers through such platforms as Twitter and Facebook.
But with great power comes even greater responsibility; social media, as well as being a powerful tool for communicating with customers and building lasting relationships, can also be used as a platform for consumers to air their grievances against a company publicly, which can create a disastrous PR problem if not handled correctly.
Countless stories abound of companies who have handled grievances on social media with grace and even humour in some cases.
Take, for example, the guy who recently used Twitter to inform Sky Scanner about a mishap on their website, which suggested a 47 year layover in Bangkok. Sky Scanner’s response to the mishap has been praised as they took it all in their stride and approached it with some humour as well as getting the problem solved and sending the guy some free goodies for his trouble.
Social media is a 24/7 platform; therefore, it is essential that all issues which arise through it are dealt with in a timely manner, the longer that comments are left unacknowledged then the worse the situation can get for the company in question.
The easiest way to ensure that comments to not fall through the net, is to set up an alert for whenever your company or brand is mentioned online, this ensures that you can deal with any impending issues directly and avoid negative PR. Mention and SumAll are great tools which allow you to do this.
The importance of social media within the marketing world is only set to increase, so make sure that you are taking advantage of all it has to offer by setting up a social media strategy for your company or brand.
If you would like to talk to us about how to implement a social media plan or your digital marketing strategy, then contact us today and we will be happy to help you with any queries that you may have.