In small communities like Norfolk County, Ontario, it’s common for many businesses to rely only on a Facebook page for online marketing. (In fact, Facebook is often used as a substitute to having a website. The latter is a flawed move. Period.)
Several recent studies have looked at the use of Facebook as a business marketing tool. The results point to Facebook not being the magic marketing bullet many businesses hope for. Unfortunately, too many businesses are focused on number of Likes as being evidence of marketing success. These same businesses rarely compile any data to show whether those Likes are translating into dollars and cents.
Customer service failure: When companies forget about the power of social media
Social media is an incredible tool for companies and businesses to showcase their public relations expertise at dealing with customers. On the other hand, used the wrong way, it can be a public relations bomb (and for all you hipster language folks, I don’t mean da bomb, or any other bomb in a good kinda way).
Take this example of a US woman who recently purchased an electronic device from BodyBugg and soon discovered it to be defective. She emailed the customer support department (the company includes email as an option to reach them for support) twice within a week and did not get a response. Frustrated, the customer took her anger to Facebook.
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