Mass Media and Communication Proposal - Essay Example

Mass Media and Communication Proposal Vanished are the days when people used call up or go all the way to a company and complain about services. Now, people are more likely to head to their smartphones or other technological devices such as computers to tell the world how appalling a product or service is. That is why customer service is becoming increasingly imperative on social media platforms like Twitter, Weibo and Facebook Over the past two decades, a great evolution in the use of technology particularly in the corporate world. The advancement in technology has made communication services become cheaper as devices such as phones have advanced to improve their utility. As a result, such devices have increased improved their use from basic communication services to entertainment and interaction purposes. To most people, mobile phone is an important device for communication, entertainment and organization. The increased need for mobile has led to brands take that as an opportunity to increase their interaction with their consumers. The according to reports, the past two decades have seen a significant increase in interaction between brands and consumers due to the mobile as platforms are providing an always-on connectivity (Meijer, Bannister, Thaens, & IOS Press, 2013). The fast implementation of technology around the world has been attributed to the continued advancement in the application of cell phone in especially corporate world (Fierce Mobile IT (2013).The increase has been attributed to the fact that technology especially in the mobile phone has led to localized and easily personalized, thus becoming one of effective ways that, when embraced in the corporate world, can increase brand engagement. In the transport sector, the social media has played a critical role in relaying information on operations. For example in the air transport, Airline postponements are one of the most common sources of client frustration. Not only do the delays happen frequently, but also people are quite vocal about their outlooks when their flight is overdue. Some air transport companies such as @JetBlue have embraced Twitter to ensure they are is always responds to their customers because they understand it is important for cultivating customer loyalty. They not only do interact with blissful customers, but they also respond to and assist frustrated customers as hastily as possible (Meijer, Bannister, Thaens, & IOS Press, 2013). Companies looking to embrace the mobile technology ought to come up with platforms that provide customers an effective, engaging experience. They ought to provide clients with an engaging experience that aims at improving the utility of their products and services. The increase in the popularity of the social media platforms in the recent past has led to brands to them for advertisement purposed. @nikesupport is a good example of a customer service done well. They always respond to followers on Twitter about their products and services, whether it is about their attire designs, fuel band and other products that they deal in. A keen observation on their site reveals that every few minutes they respond to someone new or their clients about their designs and how to get them and at what price. What makes this outstanding? Nike is a large company that operates in many different states around the world. They manufacture a variety of sports equipment and lines of clothing that make up their brand. While Nike manages a various of Twitter handles to lodge followers interested in specific sports or store locations, @NikeSupport is a social media account that is dedicated solely to answering back to clients who need help. (Dejong, 2013). While speed of reaction is significant; many companies underrate the significance of quality help. A quick response that isn't supportive can be as good as no response at all. For example in the case of Comcast, most of their clients look for particular help to fix their hitches. If their wireless Internet is not functioning well, the clients want to know how can fix it or how to repair whatever is broken when television contact is out. To ensure the company provides on time and helpful response to such issues, Comcast has developed a Twitter account that is managed by a team of people who can speedily provide technical support and troubleshooting techniques for a range of issues. In In china for example, the major social platform is the Weibo. According to reports, most companies have embraced the social cite as a major way to relay information and interact with clients because has a large number of people. They are using the site to reach out them on any new technology in their services, solving their issues and also marketing themselves. MegaStar Company has embraced the use of Weibo to listen to customer concerns and respond to their question pertaining their services and products. This consisted interaction, personalized connections and direct exchanges have led to an even stronger bond between the brand and its customers. Furthermore, the company offers not only assistance on utility, but also entertainment to it consumers by publishing its plans, changes via the Titter and live feeds (White, King, & Tsang, 2011). The use of social sites by brands has proven to give clients a reliable experience thus assisting the brands to keep campaign components aligned. However, if your customers are likely to contact a company with technical issues, it might reasonable to staff the company’s Twitter team with well-informed personnel who can reply technical questions quickly and perfectly. It is no longer a 9-5 world where companies used to be operating under restricted hours to offer services. Due emergence of particularly social media some companies have become available at all hours. Seamless, for example, is an online food ordering service that serves customers in various time zones across the United States and London. There's always someone ordering food and eating. In addition to engaging customers through minutiae inquiries with prizes of free food, they also offer customer service around the clock (Lardi, 2013). The company ought to give cautious contemplation to who is answering the enquiries the customers are asking on Twitter or in any other social media cite. Incorporate Customer Service into Company’s Social Accounts. The above show how companies have used Twitter to ensure that they cultivate loyalty by providing not only timely but also helpful responses to customers. Adopt similar tactics to improve customers’ experience of company on Twitter and Weibo has proven Nike has in the recent past built up a many individual Weibo accounts that add up to its total brand presence on Weibo. Every major product line and lifestyle and marketing element such as its slogan “Just do it." Has its own Weibo account. That way, Nike, can ensure that its content is focused to attract fans and builds up close connection between Nike and the sports stars it sponsors, which helps to increase the attraction of its Weibo. BMW/Mini China offers a good boundary through its Weibo to link and communicate with its customers. Across many formats such as text, pictures, and video, Mini’s Weibo conveys a dynamic and characteristic image of the trademark. Even though Mini does not have high fan numbers relative to other car brands, it scores high on fan devotion and interaction (Hansen, Schneiderman, & Smith, 2011). Brand engagement is the process by which brands connect and interact with their target customers. The design is purposely to sustain the brand awareness so as to not only keep customers but also attract more while at the same time get their responses about the brand products and services. Technology is becoming part of the human being in this 21st century. As a result, brands ought to take this opportunity to create an experience that is different from what many consumers have been used to so as to improve interactions between them. They ought to take mobile technology as a long term investment that is aimed at improving business and not just an option aimed at creating attraction during campaigns. The core role of cell phone is to provide continuous communication between people via passing information either by text or by voice- direct talk. However, in the current world due to invention of smartphones, the purpose for mobile phone has advance and hence mobile has become an inherent device in the society. According to reports, social site such as Facebook and twitter record high consumer numbers every day. These platforms have offered a cheap and effective approach through which brands can interact with their customers a more personalized and localized fashion. Along with the benefit that these sites have large numbers, the brands tend to enjoy the fact that these platforms come at almost little cost to developed and carry out campaigns to engage consumers (A. Leitao, Personal Communications, and May 28, 2013). Work cited Benson, V., & Morgan, S. J. (2014). Cutting-edge technologies and social media use in higher education. Carroll, B. (2011). Power of your customers: Four keys to growing your business through existing customers. Hoboken, NJ: Wiley. Dejong, S. M. (2013). Blogs and tweets, texting and friending: Social media and online professionalism in health care. Amsterdam: Academic Press Inc. Hansen, D. L., Schneiderman, B., & Smith, M. A. (2011). Analyzing social media networks with NodeXL: Insights from a connected world. Burlington, MA: Morgan Kaufmann. Hansen, D. L., Schneiderman, B., & Smith, M. A. (2011). Analyzing social media networks with NodeXL: Insights from a connected world. Burlington, MA: Morgan Kaufmann. In Meijer, A., In Bannister, F., In Thaens, M., & IOS Press. (2013). ICT, public administration and democracy in the coming decade. Lardi, K. (2013). Social media strategy: A step-by-step guide to building your social business. S.l.: Vdf Hochschulverlag Ag, A. Magdirila, P. (2013, September 16). Nielson Report: the smartphone adoption gap in Asia Pacific. Retrieved from Thanh Nien News (2012, October 20). Vietnam boasts nearly 31 million Internet m users: m report. Retrieved White, B., King, I., & Tsang, P. (2011). Social Media Tools and Platforms in Learning Environments. Berlin: Springer Berlin. White, B., King, I., & Tsang, P. (2011). Social Media Tools and Platforms in Learning Environments. Berlin: Springer Berlin. (contact me directly via njerudeeewriters@gmail.com for such papers at a discounted price) Read More