Literature Review
In the past,companies rely on crafted press releases or flashy ad campaigns to communicate with their customers. People today demand honesty with the companies which they do business. From trying to sell to customers, companies now need to use sites like Facebook and Twitter to interact with people. The most popular brands in social media tend to post less about their products as their main goal is more to engaging such that people feel more comfortable doing business with those companies.
Businesses began to see that rather than spending lots of money on traditional ad campaigns, small acts through sites like Facebook and Twitter are more valuable because people share experiences. When a customer shares about the experience, even small issues become important.
The goal to being the most popular companies in the era of social media is not to be very controlled that everyone in a company tries to strengthen. Instead, companies should give employees the means necessary to be human beings that can put a friendly face on the corporation.
It is no longer enough to have an email address and customer service number on one’s website. People want to interact with businesses via their chosen means of communication.
