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Week 2 Part A: Communication Between Business & Consumer

Using Social Media now to communicate with a business or as a business is significantly different from communicating with businesses in the past. Before, almost all communications with and by a business was almost all one way. The business had a bull horn with advertising, and the customer could give feed back through customer service departments. Not the greatest way to have any type of relationship.

Today a business can “mine” social media looking for any mention of their business or product. This ‘mining’ is more than just monitoring. The information that can be gathered this way one public forums, can be more informative for the business than a customer support line. The public nature of the social media sites can encourage a more authentic or honest discourse from the customer to their online community than may be reported to the customer service rep. This honest information wether positive or negative can be gathered in real time and utilized to improve the customer’s or client’s experience.

The new almost instantaneous interactions available now has revolutionized the business / customer relationship. Now a business can respond in real time to a customers concerns, highlight a customers response, and listen to what your customers are looking for in your product or service.

 With any business, it is important to be honest with your reviews of their products or services. Dishonesty in this new age of Social Media can be called out in a heart beat ruining any future credibility or social cache you may have been trying to build.  In the growing Social Media sphere, this could take a while to recover from if at all.

Businesses need to also be aware of practicing honesty with any comments left for them. Only highlighting positive comments while trying to hide or bury negative comments would be just as dishonest and easily verified as false reviews. Both need to be addressed honestly. Any negative comments treated just as importantly if not more so than positive ones. The negative ones find out what the problem is and fix it. The positive ones can show the direction for the business to keep going in.

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