For this post, I decided to integrate two aspects of this course: application of a tool and external research on social media topics. I found an article in the MIT Sloan Management Review that discussed 7 steps that can help a brand reap greater rewards from their social media campaigns. I have summarized the findings of the report in an infographic, one of the tools discussed by presentation groups in our lecture.
I agree with all these steps.
However, I find the analysis of competitors and negative comments regarding a product or company just as important. By addressing these issues a company can truly have a good effect when it comes to social media activity and it would present the company as a more responsible one.
What I also find important is establishing communication with the dissatisfied customers and improving their experience, which can lead to them changing their opinion and possibly posting about it online.