Prior to the advent of the Internet, internal business communication typically meant inter-office memorandums and lengthy business meetings. External business to business communication involved face to face meetings or impersonal letters. Oftentimes, when dealing with customers business owners and managers utilized form letters or telephone calls. With the boom in social media, business communication and creative freedom among these parties have changed dramatically.
Inter-Office Communication
Rather than depending on memos that may be misinterpreted, or spending hours in lengthy meetings, company managers can set up an online conference call. This medium allows for nearly unlimited attendees to be involved. Systems that utilize?live chat are often used for these types of meetings, making real-time connections a snap. These types of tools are valuable to guarantee that everyone has an opportunity to participate and to ask questions when there is any uncertainty. Whether staff members are in the same office, work at home or are half-way around the world, these tools bring them into the discussion.
Business to Business
Dealing with other business owners whether they are suppliers or vendors has always been a critical component of a successful business. The use of social media has increased to provide up-to-date information on specials, new products and potential problems. In addition, businesses often make use of social media to compare how they are doing versus their competition. Gauging the competition?s performance and finding ways to counter with unique ways to gain customer response, social media is connecting businesses on multiple levels.
Business to Customer
The true value with chat lies with the communication abilities between?clients and potential clients. While clients may find a business through their Facebook page, their LinkedIn page or through Twitter, it is likely that they will have questions. Once the client or potential client goes to a company website, they are searching for information, answers and potentially to purchase a product or service.
Fortunately, social media helps develop a company brand, aids in marketing and provides a great opportunity for answering questions and solving problems. Today?s business owners and managers are far more connected than they were a mere 10 years ago. The most significant benefit that social media has offered is the ability to communicate in real time with staff members, sales forces and, more importantly, with customers.
Engagement + Sales= Satisfaction
Social media engagement offers a potential for greater sales, higher levels of customer satisfaction and an all-around better customer experience. Business marketing may be enhanced with a strong social media marketing plan. Consumers continue to be more connected than in the past, allowing businesses to take advantage of social media for reaching out to new clients. As more consumers turn to friends and family members for recommendations and become more ?connected? through the use of smartphones and tablets, more businesses will find that social media is one of the more effective means of communication.
Businesses must be certain, when?using social media, that they are controlling their message. In addition, businesses must be willing to address negative comments and reviews in order to protect their brand. While the additional burden may seem onerous, in the long run businesses that take full advantage of social media for communications will likely thrive in the age of Internet communications.
Guest Blogger ? Richard Phillips: With 20 years in project management, Rick took an early retirement from corporate America to work from the comfort of his home office. He is a consultant for mid- to large-size corporations and guest posts for project management blogs.
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