Public Relations is the practice of managing the spread of information between an individual or organization and the public. Nowadays social media and public relations share a close relationship. In the past, managing PR has been much easier. As a company, you paid for ads on TV, radio, newspapers and magazines. Your pitch was given and your message to the public was a one-way communication. Therefore, PR was simply putting dollars behind a public persona.
Social Media has opened new flood gates.
Transparency is the new champion of PR.
Your company’s ability to both reward positive feedback and strategically manage criticism, will impact both your immediate and long-term business. Companies that effectively manage Social Media complaints are rewarded twice. When you strategically manage your complaints, you turn a disgruntled customer into a satisfied and more loyal customer. On top of retaining a greater number of customers, strangers who visit your Social Media properties are able to see you high level of customer service and satisfaction. You have the opportunity to create a company image that can’t be bought!