Impressions gathered in social media have an increasing impact on buying decisions. Consumers like to read about experiences and recommendations when researching and evaluating options. Many seek opinions and referrals from friends, and share post-purchase opinions. An unsatisfied customer with inadequate information may damage your reputation, while an informed consumer can bring profit. Understand any issues, address concerns in your communication, and handle justified complaints.
In social media, there are many post-purchase experiences and feedback that would normally remain hidden through other channels. An unsatisfied consumer causes damage, which will in turn affect other consumers. Today, connecting social media and customer service is important.
Identifying interested customers and marketing directly with personalized offers can open new horizons in sales.