Customers and Social Media

In Social Media, a brand only has one thing in mind most of the time: “How do we grab the attention of potential new customers?” and “How do we keep our current customers happy?”

Knowing what your customers think about your brand is not hard to find but how does a brand resolve the issues that are arising without silencing their customers and making them feel mistreated?

With such a high percentage of the world’s population being present in Social Media it is a tough task to in any way attempt to control the sentiment of these mentions. Most brands already have some sort of plan in place to deal with negative mentions but most of them do not do anything about the positive ones.

Negative mentions do not make up the whole of the social sphere, in fact, there is a very high volume of positive mentions which can be used to the advantage of a brand. We took the time to see what people are saying about the new Iphone 5 and we found that the number of negatives and positives are relatively close which can be good and bad.

However, the main issue is that neither the negatives nor the positives have been dealt with which unfortunately may have resulted in loss of customers for Apple.

Below is 4 mentions, 2 negative and 2 positive, the main detail is that the positives are great and they could be used to build brand advocacy, something that Apple may need now seeing Samsung is stepping up and taking Apples long acclaimed title.


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