This document is the separate document that specifically cover the criteria for D1 standard for Unit 3: Social Media in Business - Assignment 1 (Learning Aim A). Please see the presentation for other criteria (P1, P2, M1).
Evaluate the business use of social media to interact with customers and promote
products or services to a target audience!
We have talked about the social media benefits to the companies in terms of getting popularity,
gaining customer’s attention and obviously getting more sales. But even social media have
uncountable benefits however it also have some really negative issues and security problems. We
are going to discuss the negative impacts of social media on companies/ individuals in this
document.
Risks and issues
• Negative comments
Negative comments on social media sites and damage to reputation. You just can’t rely on
social media that it will everything for you. Those customers (whom you have targeted) may
also not like your product or maybe they have received a bad product, this will make a
negative image on the customer of your company and then they will respond negatively as
well. When someone else will read that comment they will also think that this company is
no valuable or maybe selling fraud products. Social media allows your customers to interact
with and about you. Sometimes, customers complain about the products and services you
offer directly on social media without even getting in touch with at first because they just
don’t like how the product looks.
If these negative posts keep coming up on your social media company profiles, this will
create a typical distaste among your followers/customers. As the number of negative posts
goes up, the number of followers on your page will decrease. Moreover, you simply do not
have the option of deleting negative posts because that will make you appear untrustworthy
and fraudulent.
This first comment is very disadvantageous for
the company because their customer has
chosen the different product (Nike) because
adidas did not gave them a good customer
service. As we can see they have got 3 negative
comments straight away in row, this will keep
increasing if the company don’t stop it. If your
customer chooses to buy the same product of
yours from company then that means there is
your own mistake. Any new customer. If they
saw these comments at first, most of them will
just not buy any product straight away because
they didn’t had a good impression.
, Muhammad Saim Unit 3 Social Media in Businesses
So how can we solve this:
If you do receive negative feedback on social media, your followers will judge you
based on this criteria:
How quickly you respond
Your reaction
How you talk with them/ did you tried to solve the issue
Your customer’s reaction
The outcome of the situation
You have to make sure that you reply to that post very positively and professionally.
Respond to those comments as soon as possible so your customers will think that you know
how to fix problems. For this the company will need really good communication skills to
handle negative comments – there is an option for deleting post or comment as well but if
you do it will make an untruthful image of you for your customers. You shouldn’t be using
any swear words, even your customer use it. This will to solve the problem if you do. You
need to apologize no matter what, it will look like that you really love your customers. Reply
instantly.
Here are some real world examples following the rules in last paragraph:
As we can see that, the replying speed of the company is
really quick – less than an hour. Also how polite they are
talking with there customers. And also trying to solve the
problem with customer very professionally even the
customers are using bad words with them.
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