What has changed: Users express themselves, listen and trust!
Word of mouth has become online. It is the first indicator that a user looks in his quest for information. The user views the opinions, grades or stars awarded by other users. So much so that it becomes the first source of reference and is thus greatly determines his choice « purchase or trust the brand / product. »
The user comments and recommends through:
• Social networks (Twitter, Facebook …)
• Brand Site that gives the opportunity to comment;
• Specialized sites like Tripadvisor for the travel industry.
Customers trust other customers through the source effect. That is to say that the origin of the message directly influences the perception that one has. Particular attention to be for customers to view, post comments purchase that can be double-edged.
The company that wants to perpetuate on an industry’s interest to become a social actor online. It will monitor what is said of his online brand, create enthusiasm, the confidence of the user through online content sharing.
A fundamental goal of social networks revolves around entertainment and sharing events and brand new with its community.
According to opinions of online, social media is an effective communication tool and helps in understanding the customer while promoting its commitment
So try to align with these intentions.
The action plan « social network »
Take the time to clarify the routes on which you want to intervene, here is a list:
• Communication from the brand or product;
• Customer service;
• Relationship and Loyalty.
Never lose seen being present on social networks is not a goal in itself, it is a means to achieve one or more objectives adapted to this type of media.