Explanation:
Social media are tools that significantly impacted the relationship between companies and consumers, one could even say that they revolutionized this relationship.
Companies managed to get closer to their target audience in order to build a relationship that means increasing brand value, consumer loyalty and engagement on social networks. The so-called relationship marketing is a double path with benefits for both the client and the company, due to the fact that with greater proximity between them, there is a greater possibility for the client to have their issues with the brand resolved in less time, as for the brand to carry out instant and cheap advertising that reaches its potential audience almost at the same time.
Therefore, a problem that may have arisen, for example, a product purchased through a website that came with a manufacturing defect can be communicated directly to the company through its social media and the consumer can get a much quicker and less answer bureaucratic, and thus be able to exchange that piece or guarantee the refund of your money and solve your problem much more easily.
