Connecting With Customer Through Social Media

Connecting with Customer through Social MediaDanone uses Facebook site to interact with customers. The primary use of Danone’s Facebook page is to put out positive messages about its products, disseminate information on its progress in research on nutrition, provide healthy eating tips and highlight the benefits of its products. Danone uses a series of posts titled ‘Did you know’ to provide information on the company’s history,historical development of its products and benefits of its products.My review covering six months of Facebook posts and comments does not reveal any instance in which the company used the platform to provide customer service, advertise customer satisfaction or respond to customer queries. Danone’s role on the Facebook platform is limited to putting out advertising messages and leaving customers to engage in discussions. The company has not responded to any of the many direct queries from Facebook followers. In effect, Danone’s Facebook page is a monologue rather than customer interaction and communication.The review leads to the conclusion that the Facebook page is not used effectively.Danone could make better use of the Facebook platform by making it more interactive withtwo-way communications. The company should have social media agents looking for valid customer support questions posted