Are retail companies innovating enough to make the customers feel that they are a part of an exclusive fraternity? Saying not at all will be too harsh on them. Any customer would love to be a part of the retail group that treats him/her like their own family rather than being served as a faceless customer. So focus on target customers and make them feel like they own the brand. And companies on the social platform are proving it by engaging, responding and interacting with customers online.
Firms are posting pictures of apparels, sunglasses and other products on their fan pages. That’s how the interaction goes on. The likes, comments and shares by customers on Facebook are a free word of mouth publicity. Customer grievances are heard and sorted out on social media platforms. Any tweet on Twitter for or against any product or company is taken seriously as a single tweet can make or break the reputation of any company.
There are retail stores which sell products on which Facebook likes and most pinned products are displayed. Product reviews by previous buyers can be seen as well. There are group discounts on Facebook Fan Pages. Even customers cannot resist the temptation of lucrative offers and prizes online. And it automatically initiates the conversation on social media about the product and hence the publicity garnered is simply incredible. That’s why digital media is given so much of importance. In pre- social media era, conversation with customers was never so easy and
accessible.
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