One, because social media is where their customers go to complain, and if they aren’t there to respond rapidly to frustrated or fuming customers, they could lose customers while the social scene itself hurts their brand reputation. Two, because social media is also where customers praise products or positive experience with a brand. Companies can use this data to learn more about what their customers want and need, helping them create and deliver better products and services.
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About the Author: Carmen Yeung
As a marketing associate at Synthesio, Carmen creates content related to social intelligence and marketing by making connections between Synthesio's software and real-world applications. She also works to monitor and optimize Synthesio's social platforms. Outside of work, she enjoys reading, dabbling in art, and spending time with family and friends.