Social Media In Customer Communication

Question 0

Word of mouth

Answer 0

Communication among customers and other parties, transmitting information about companies and products through online or offline personal conversations

Question 1

Social media

Answer 1

Any electronic media that transform passive audiences into active participants in the communication process by allowing them to share, revise, respond to, or contribute new content

Question 2

Conversation marketing

Answer 2

An approach to customer communication in which companies initiate and facilitate conversations in a networked community of potential buyers and other interested parties

Question 3

Social media advertising guidelines

Answer 3

It’s a conversation, not a lecture or sales pitch
Facilitate community building
Initiate and respond to conversations within the community
Identify and support champions
Restrict conventional promotional efforts to the right time and right place

Question 4

Brand communities

Answer 4

Formal or informal groups of people united by their interest in and ownership of particular products

Question 5

Public relations

Answer 5

All sales communication that businesses have with their various audiences (including general public and press relations)

Question 6

Press release

News release

Answer 6

Brief statement or video program released to the press announcing new products, management changes, sales performance, and other potential news items

Question 7

Press conference

News conference

Answer 7

An in-person or online gathering of media representatives at which companies announce new information

Question 8

Potential uses of social media in advertising

Answer 8

Customer service
Rumor control
Research
Relationship building