Social

Question 1

Social
Media networking

Prominent - 10mins a hour in social media

Answer 1

Benefit - C2C communication

• organisations influence
  Dialogue
• positive experience - other users use as reference

Question 2

Deal with complaints in real timeoo

Answer 2

E.g booking.com respond to messages on twitter requesting for details in order to resolve

Question 3

However,

Lack of control of dialogue

Answer 3

Negative dialogue can deter customers, e.g rat found in Chinese restaurant