Answered Essay: BUS102 Unit 3 Case Study Select a company that you do business with or that you admire


Unit 3 Case Study

Select a company that you do business with or that you admire. Research and evaluate its use of social media channels using the questions below as a guide. You must discuss at least two different social media channels. Address the following questions:

1.Identify the company and the type of business this company has. What is its core business?

2.Identify the social media channels you selected.

3.Briefly describe how this company uses these social media channels to market its services to customers.

4.Describe how the company uses these channels to solicit customer feedback and to handle customer complaints.

5.Describe whether and how this company’s use of social media influences your perception of the company. Imagine you are the manager in charge of customer support and service.

6.What recommendations would you make for using these social media channels to provide better service to customers and to promote customer relationships?

Please answer all of the questions, if you can not answer all of the questions do not reply.

Expert Answer

The company identified is Electronic Arts.

1. Electronic Arts, was founded in 1982 and it is a leading global interactive entertainment software company. Its core business is to develop games and provide online services to many platforms. (EA, 2015)

2. The social media channels i selected for this business are: YouTube and Twitter.

3. EA has many social media channels to promote new games and to continue to provide new features during the year. They use this channels all year round to continue selling consumables within the games and use rewards to incite the customer to buy more. They have an account for each product which allows for organization and a better experience for the customer.

4. These channels are also used to ask for feedback from customers. In YouTube customers can leave comments on each video that the business uploads for marketing. In Twitter EA usually comments on a new feature or a new item in their stores and allow for everyone to leave their opinion.

5. This company’s use of social media influences my perception because they are very active in responding to any post through these channels. This lets me know that the company appreciates and responds to any comments that are placed by the customers.

6.As a manager of a customer support and service team, I would recommend social media to be used to respond to any complaints posted there. If the issue is an problem that has affected many and a solution has been found, then the solution should be posted in that channel. This way customers can take the correct steps to fix a current problem. Other complaints that are affecting single customers can be responded to and redirected to the support team for further assistant.

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