California Department Of Consumer Affairs

social media sites of all kinds have become a powerful channel for companies to be used for smart marketing strategy that will attract targeted segments of customers continue to evangelize their brands.

Impact of online discussion on customer loyalty is unmistakable. Social media channels - including blogs, message boards, networking sites, and more - are full of comments from customers who offered opinions, complaints, compliments and advice to millions of brands and products

customer service strategies to understand social media, online buzz, to analyze, develop smart strategies uniquely designed for your company, then respond to customer comments to build relationships, dispel myths, reverse complaints, commendations and awards. In a few words, this is the essence of Customer Service:. Listen to your customers and answer their questions and resolve to drive loyalty

Here are answers to some common questions:

I need to keep track of online consumer discussion?
Absolutely! May there be thousands of people talking about your brand is now on-line that could have a significant impact on your image.

There are so many sites out there, who should pay attention to?
There is no secret formula or set of sites that are of universal magic bullet for every company. It is important to know what was said about the brand, and then begin to monitor for trends.

I need to respond to consumer comments online?
Maybe. There are certain things you will want to answer, while others, not so much. For example, some consumer comments can be via the web pages that have large audiences, others may not have the same impact and reach.

Social Media is not just a fad?
Not likely. Social Media has been around for years in various forms, and has gained popularity exponentially in recent years. Studies suggest that social media is here to stay.

How can I monitor if it changes all the time?
Monitoring online consumer conversations is not a one time event. It requires daily monitoring and analysis to understand when rumors trends in your business change.