Marketing of the products using social media platforms has become very common. Most of the people are engaged in a social media interaction. They spend a lot of time on social platforms than before. It is advantageous for businesses to market the product on social platforms. Social marketing provides a mass reach at affordable costs. The other advantages of marketing the product using an online platform are that the ads can be seen again and again by the reader and it becomes difficult to avoid them. Such marketing improves the brand image and brand value of the product. Apart from the advantages there are some disadvantages associated with social media marketing, some of them are:
There is no direct connection with the customers.
The company can lose its brand image with any negative feedback on any post. Posting negative comments is easy and one small negative comment can result in a chain of such comments.
The content posted needs to be revised and reviewed. Any small error can become a cause of embarrassment for the company.
A lot of time is invested in advertising the product online. The company needs to hire a technician for the same. Also, the advertisements need to be updated on regular basis.
If the company ends up making a mess on social media then the error will spread like a forest fire and hampers the company brand image drastically. The negative comments and posts are unavoidable on the social media platform. The company can opt for corrective measures against the same. The management of social medial reputation means that the company is tracking and monitoring the feedback received on its post, or advertise and correction of the negative feedback if any. The consumers trust the reviews on social media and negative reviews will result in a loss in the customer base for the company. Some of the methods used to manage online reputation are as follows:
Monitor the Post: The Company needs to monitor the posts and comment on advertisements daily. The monitoring helps in identifying the positivity and negativity for the product in the market. Also, this helps identify the need of the customers and the errors made by the company.
Resolve the Negativity: Staying silent to a negative comment is a bad option. The company must respond to it. The response such as to rectify the errors made. The response shall be given in simple language with a clear understanding and a polite manner.
Offer Solution: The negativity will eventually decrease if the company offers solutions to the problems faced by the customers. The probes can be related to the product, distribution, warranty, or the content of the advertising.
Follow-up: Follow-up is a very important part of the process. Once the issue has been resolved from the companyâ€™s end the aggrieved customers must be informed about it. It is necessary to follow up on the whole process so that misunderstandings if any are saved.
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