The greatest value of social media marketing is your ability to engage with a community of other people. That engagement – is at the heart of social media, and without it, you’re left with a megaphone and no one to hear you. You have the chance to interact with customers from all over the world—including those who are right down the street—on a massive scale. If a current or prospective customer has feedback about your company, you now have the ability to respond quickly.
In addition to responsive communication, brands and businesses can begin to create relationships with their customers beyond those that happen during normal transactions. These relationships are what keep customers, increasing both loyalty and retention. If those customers increase your word-of-mouth presence, you’ll start seeing amazing returns.