Businesses can’t build relationships with their customers if they don’t know what their customers care about, are interested in and what they are saying. Monitoring online chatter can be time consuming, however, costs are minimised if research has been undertaken. By engaging with consumers businesses can initiate discussion about their products, share information and build confidence in their business. As consumers interact with you they see a different aspect of the business. This interaction can build trust with current customers as well as potential ones. In a globalised economy, these relationships are important and can drive customer loyalty.
Social media is all about engagement and relationships. With customers now having a public outlet to express opinions, the dynamic between consumers and business is shifting. Valuable information is available via social media presenting small business with a wonderful opportunity to listen, learn and engage with customers.
KAW x
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