Every firm exists in and is the subset of a system called society. Their customers, suppliers, distributors, spokeperson and every other stakeholder is an in-built part of society. With the increasing number of internet users, each and every detail about the different activities of an organization is visible to the public at large. Public Image is the biggest influencer nowadays when it comes to determing the brand equity of a product. If a large number of people have positive image of it then it is considered to be a good product and if they have negative image of it then a bad product.
Even a minute misunderstanding can escalate and hamper the goodwill of an organization. Large number of consumers these days prefer to research about the features and specifications of a product before purchasing it. They also check its customer ratings and reviews. A wide range of information is available at only a few clicks very easily. In such situations, it becomes increasingly significant for any organization operating these days to ensure that it’s image is good.
Social media plays a vital role in connecting and interacting with the customers directly for these firms. The customers can easily contact them via any social media platform and inform them about their situation. It also facilitates grievance redressal. But it’s not as easy to implement than it seems to be. One must have adequate knowledge about the social media management tools and how to use them. Expertise in these tools can very much help an organization in various ways. It is, therefore, important to understand what social media management really is. One should also be aware about it’s tools and their proper implementation to use it in the best possible manner.
Social media management is the set of different processes. It majorly includes creating interesting and interactive content, analyzing the media tools and engaging with users by means of the content posted on social media platforms such as Facebook, Instagram, LinkedIn, Pinterest, WhatsApp and Twitter. Oftentimes, businesses even hire a social media manager to maintain and improve the image of the business.
Social media management has a number of benefits in improving the reputation of an organization. Some of it’s benefits are as follows:
1. Interacting with the customers
Social media management is an effective process to interact with the customers of an business. The interaction not only increases the trust factor between them but also helps in solving any type of problems they might be facing. Mass mails and newsletters are another way of informing customers about the product lines and varieties.
2. Direct Feedback
Social media platforms are a medium of getting direct feedback from the customers. The customers convey their tastes and preferences, likes and dislikes by their likes and comments. It helps in analyzing the direction of response they are giving to determine the course of action at times. It facilitates the customer support activities by different mediums.
3. Better reputation of the Brand
Any business can improve it’s brand image and equity by using social media platforms. By engaging with customers and creating a personal bond with them, they can target themselves as their first choice and position their brand as the best in their opinion. It increases customer loyalty amongst the customers.
4. Brand Awareness
Even if your business is in it’s early stages and isn’t established yet, social media management can help you in reaching the right customer. It’s said that “out of sight is out of mind”. Therefore, brand awareness can be increased and maintained by social media management. It helps in increasing reach of the brand as well as it’s visibility to the general public.
5. Goodwill Generation
Social media management tools can prove to be effective in improving the goodwill of an organization. It improves reputation of a business and therefore, the general sentiment towards a company improves. This is very good for the success of any organization.
6. Promotion of the products
Facebook, Twitter, Instagram, LinkedIn, etc. have a very wide presence of individuals and firms. Having direct access to a large of people means you can easily promote your product amongst them by Facebook ads or sponsored posts on Instagram.
Apart from these, there are various other ways and manners by which one can benefit. So the individuals, brands and businesses alike should use social media management tools for their success.