Retail

Social media is rapidly changing the way we do business. This course will help you roll with the punches and adapt to the ever shifting landscape of the retail industry.

Social Media in Retail

Effective Strategies for Social Media Engagement


Voice shows our brand’s personality and helps us better communicate with our target customers.


Authoritative, serious,  straightforward


Strategies for Effective Social Media Engagement

Noise
We are now sifting through a lot of messages more than ever, making it hard for us to identify a customer service concern. This leads to many messages left unanswered.


Delay
The process of resolving one issue might take a lot of time. Receiving multiple tickets and messages from just one costumer might cause a lot of confusion, causing delay and poor response rate.


Unintended consequences
Sometimes, even one error in social media can snowball into a bigger crisis.


Not all messages that come through need a response, so it’s important to determine which should be given priority. Some are: (1) direct questions to the company; (2) customer complaints; (3) urgent requests for product or service; and (4) those that might arise as full-blown crises.


Which among these messages do you think need priority?


This refers to the ability to fully address a customer’s issue.


In Twitter, for instance, more than three-fourths of users feel more positive towards a company when they replied to their tweet within 60 minutes.


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Social Media and Electronic Communication

Social Media and Electronic Communication Lessons

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