What is social media?
Social media is not just another marketing channel. It is an opportunity to engage with current and potential customers. While marketing is a broadcast medium, social media is a conversation. An opportunity to get to know the customer and for them to see behind the brand.
New social media tools and platforms are emerging and changing all the time. However, the basic concept remains the same across all channels. To engage in dialogue, provide and exchange information, and build trust and understanding.
But more than that, social media offers the opportunity to build a tribe. To unite people around your brand. For them to engage not only with you, but one another.
This is a powerful approach because it gives customers a sense of ownership over the brand. It encourages them to become brand advocates and make word of mouth recommendations.
Social media also provides incredible customer insight. But only if used correctly.