It Takes Two

Social media is dramatically influencing a company’s relationship with its customers, here’s my reason why this is a good thing…

Some bigger businesses have the luxury of having nearly 24-hour social media customer service representatives on Twitter replying to tweets as fast as one could tweet them. These businesses are looking for both the good and the bad. By responding and retweeting to customers who provide positive words, the company is solidifying and building it’s relationship with that customer. You could even take it a step further and say by retweeting these good words, a company is providing positive information from loyal customers to perspective customers providing a strong foundation for the new relationship. When a company reaches out to negative reviews of themselves through social media, it can go a long way. For one, a company is showing that they care, making the customer feel validated in their feelings and cared about. Secondly, it gives the company a chance to rebuild the now broken relationship with their customer. 

The ability for a business to connect with its customers at any time via social media is a huge asset to the company. They are able to build, maintain, keep, and reaffirm their relationships all at once. It goes without saying that, no business could thrive without its customers. The value social media provides to businesses is exponential.