SOCIAL MEDIA SHAPING CUSTOMER RELATIONSHIP FOR MSME

Abstract

Social Media affects every sphere of society and individuals living in it and no one is unaffected by its presence. MSME particularly, have been using this as a first-place platform for conducting their business chores and facilitating customers through it. Social media has been a platform for advertising, selling, customer redressals and a preface of a company using it. MSME, with their minimum budgets for advertising seeks social media to use for business purposes and build customer relationships through it. Social med platforms such as Facebook, Instagram, Twitter, and LinkedIn have allowed MSMEs to reach out to their target audience, share content, and communicate with customers in real-time. MSMEs can leverage social media to understand customer preferences, gather feedback, and provide personalized services, thereby enhancing customer engagement and loyalty. One of the keyways social media has influenced customer relationship building within MSMEs is by providing a platform for customer engagement. MSMEs can use social media to create and share engaging content, such as posts, images, videos, and stories, that resonates with their target audience. A key aspect of social media's influence on customer relationship building within MSMEs is the concept of social proof. Social media provides a platform for customers to share their experiences, reviews, and testimonials, which can influence the purchasing decisions of other customers. MSMEs can leverage user-generated content on social media to showcase customer success stories, testimonials, and endorsements, thereby building trust and credibility. Page 6 of 30 MSMEs can also use social media to run contests, polls, and surveys, which not only engage customers but also provide valuable insights for improving products and services. Social media has also revolutionized customer service for MSMEs. Customers now turn to social media to seek support, ask questions, and voice their concerns. MSMEs can use social media to respond to customer inquiries promptly, address complaints, and resolve issues, thereby improving customer satisfaction and retention. Social media platforms also allow MSMEs to provide proactive customer service by monitoring social media mentions, reviews, and comments, and responding in a timely manner.