Question

Responding to customer feedback on social media should be seen as an opportunity to contribute toward the company's:

1) Increase in sales
2) Improvement in customer satisfaction
3) Expansion of customer base
4) Reduction in operational costs

Answer 1

Responding to customer feedback on social media should be seen as an opportunity to contribute toward the company's 2 Improvement in customer satisfaction

Step-by-step explanation:

Social media is a powerful platform where customers express their opinions and experiences. Responding to customer feedback is crucial for enhancing customer satisfaction. Here's a breakdown of the reasons:

Building Relationships: Responding to feedback shows that the company values its customers. It fosters a sense of connection and trust, contributing significantly to improved customer satisfaction.

Problem Resolution: Acknowledging and addressing concerns on social media allows companies to resolve issues publicly. This transparency not only satisfies the complaining customer but also demonstrates to others that the company is proactive in resolving problems.

Positive Interactions: Positive comments should also be acknowledged. Doing so reinforces positive behavior, creating a positive customer experience that boosts satisfaction.

Brand Image: Engaging with customers on social media helps shape a positive brand image. Satisfied customers are likely to become brand advocates, influencing others positively.