Social Media Review Post

Social media plays a critical factor in elevating one’s brand or company. Brands that tend to listen to their customers, critics, and even their competitors are the ones that succeed and get their name spread around town. Additionally, if you find your proper demographic target audience, the brand you represent will surge in success and soar to new heights both financially and socially.

Chapter 1: Listen First, and Never Stop Listening

Kerpen stated in chapter one that communication is 50% listening and 50% talking. When you acknowledge the customer’s problem or a question with your brand, you strengthen your bond with the customer because they see you working hastily to resolve the issue.

It’s also stated in Kerpen’s book that if there is a problem with customers satisfaction and you don’t settle the problem within a time period, it will leave a negative stained image on your brand. Other customers might see this drama and go to other companies that don’t have these problems. You lose potentially more than one customer, and even worse, your brand reputation will be tarnished, and you have to run damage control.

Social media interactions with customers often leave positive and public reviews. A brand needs to constantly interact with customers to build a sense of trust to put the customer to ease.

In the Twitter interaction and article itself, it was shown that CarMax interacted with a customer when they were looking for a car. Carmax went above and beyond and stood out for the customer. This built trust between the brand and customer to the point where the customer returned in 2018 to purchase a second car from CarMax. Showing how a positive impact can lead to further developments

A brand also needs to know that there is a difference between listening to a customer just to listen and seem interested and listening to a customer, allowing them to get their point across to be resolved. A mere simple like or a private or public message so the customer can see their issues being brought center stage. Kerpen expressed the importance of communication” Would you instead buy a product from a company who listens publicly to their customers or a company who chooses to ignore a customers problem.”

In this photo interaction, it shows Nike actively listening to all the complaints the customer has while asking questions regarding the issue. They listened first and then talked which is a key example of how to interact with customers on social media.

Chapter 2: Target Audience

In no understatement, demographics in marketing can break or make your brand. In Chapter two, Kerpen mentions the word “hyper-targeting,” where companies go for a specific type of person due to their interactions with social media, what they enjoy, and who they follow.

Recently with the NCAA changing their views on student-athletes getting paid, they finally allowed athletes to make money off their name and likeness. Letting the potential stars into a program dictate their demo audience, which is college coaches across the nation. Allowing young athletes to communicate on Instagram with coaches, brands, and everything in between.

Hudl gives athletes the platform to have their clips seen by college coaches, the top players then have a chance to have sit-downs with these coaches and then make business moves regarding how markable they can be.

Kerpen recommends brands to continue to listen because there is always a chance to better a product or a brand itself. At the end of the day, social media, when used right to target potential interests and to listen to customers and other clients, can lead to a powerful way of structuring a brand. If you find your target audience and work with them well, they will spread the word about your business, and then the sky is the limit for your brand