The Beauty of Social Media in Customer Engagement

The creation of social media or interactive media has brought about a profound revolution in this age. Human interactions have grown on a global scale and information is shared at the click of a button in real-time. Jean-Baptiste Alphonse Karr, a famous novelist and journalist said, "The more things change the more they remain the same". The channels used to communicate or market goods or services change all the time however the primal need to communicate remains. Human beings are hardwired to be social and it's no wonder solitary confinement is the worst punishment you can ever give a human being.

In this era of the digital age, several mediums have sprung up to enhance our communication levels. Several years ago communication was limited however; with the discovery of the internet, communication has metamorphosed in a global phenomenon. Facebook alone has 1 billion active users around the world that is one-seventh of earth's population hence social media has provided new marketing channels which need to be explored.

Social media provides a new channel through which companies can interact with their online customers and build brand loyalty. It is easier to forge lasting relations with people you interact with as opposed to people you rarely interact with. The interactivity of social media adds new dimensions to the life cycle of a product or service by getting customer feedback on product designs, company re-branding exercises e.t.c. Social media marketing is a new aspect in marketing and there are five benefits that companies can reap from embracing it and actively participating in social media interactivity.

First, it is important to realize that your customers are using interactive media to engage and interact. Social media platforms draw billions of people and it is therefore paramount that your company engages and interacts in order to build brand awareness and build customer loyalty.

Second, people are talking about your company or products with or without you. Isn't it wise then to participate in the discussions? Becoming the online face of your company will add that human touch and your audience will feel more connected and attached to your brand and this will translate to brand loyalty.

Third, customers influence each other and they seek opinions from their friends in social media on particular products or services that they have recently purchased. Offering a platform for your customers to engage, connect and actively participate in those engagements will give your company influence in purchasing decisions and create customer loyalty.

Fourth, interactive media is the world's largest focus group and it enables you to get real-time feedback from your customers on product or service offerings. This medium is highly engaging as opposed to conventional marketing. This is a sure way to get instant feedback on any shortcomings arising from your product or service.

Lastly, social media is a good platform to increase customer awareness and build brand loyalty which will in return turn your customers into your brand ambassadors.Carolyne Mwangi is an professional in the field of internet marketing. I have been practicing marketing for seven years and my articles are geared towards educating and informing readers on various online marketing components that once practiced will go a long way towards increasing their income online.

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