| Hakim Hayat |
SOCIAL media has revolutionised the way businesses operate today and provides a quick platform to gain feedback from customers and help boost marketing and improve their products, an academic expert highlighted during the symposium of the ongoing Knowledge Convention 2016 yesterday.
“A number of organisations, particularly those in the retail business have started to realise that posts made by their customers on their social media may be beneficial for them to make some improvement to their products, services and business.
“Similarly, tweets can also be utilised by non-profit organisations such as government ministries to find out how the public or customers feel about their products and services,” according to Dr Hajah Nor Zainah binti Haji Siau, Senior Lecturer, School of Computing and Informatics, Universiti Teknologi Brunei (UTB).
In her presentation of a working paper entitled ‘Effective Communication Through Social Media’, she said social media platforms like Twitter, allowed people to speak freely about their opinions and thoughts and it fulfils the need of a faster mode of communications.
Dr Hajah Nor Zainah binti Haji Siau, Senior Lecturer, School of Computing and Informatics, Universiti Teknologi Brunei (UTB). – HAKIM HAYAT
She said organisations can also analyse customer satisfaction of a newly introduced product through customers’ feedback.
“These feedbacks can be used for product and service improvement.
“It is common to use an ad campaign to promote new products. Ideally, the success of this promotion can be determined by the number of peoples’ tweet about these products,” she said.
However, she said posts may not necessarily be positive statement. “People may be talking about it due to the negative side of the product,” she added.
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