There are two reasons for a company or brand to make use of social media. The first, and most obvious, is to increase interest in their services and products and to build brand recognition and loyalty. But there is a more important role that social media can take, that of reputation protection.
In the digital age, with so many people connected using mobile devices, the reputation of a brand becomes even more fragile. There is less and less down time — time when consumers and media are out of touch with each other, with the brand, with any person who chooses to complain.… Read the rest