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BUSINESS USE OF SOCIAL MEDIA :check: - Coggle Diagram
BUSINESS USE OF SOCIAL MEDIA
:check:
Objectives
Brand Awareness
Customer Engagement
Marketing & Promotions
Lead Generation / Sales
Customer Support
Market Research
Interaction
Types
Likes / Comments / Shares
Mentions / Tags
DMs (Messages)
Polls / Q&A / Live
Strategies
Fast replies
Interactive posts
Influencer tie-ups
User Generated Content (UGC)
Monitoring
Monitor
Brand mentions
Customer feedback
Complaints / Reviews
Competitor activity
Trends / Sentiment
Tools
Platform Analytics
Hootsuite / Buffer
Google Alerts
Measuring Success
Awareness → Reach, Impressions, Follower growth
Engagement → Engagement rate, Shares, CTR
Conversion → Leads, Traffic, Sales, Conversion rate
Service → Response time, CSAT, Resolution rate
Case Study: Starbucks
Company + Industry: Starbucks – Food & Beverage
Platforms used: Instagram, Facebook, TikTok, Twitter/X
Strategy: Seasonal campaigns + product launches (e.g., #RedCupContest)
Interaction examples: Replies to comments/DMs, reposts customer content (UGC)
Monitoring method: Tracks mentions, hashtags, feedback using analytics tools
KPIs + Results: Reach, engagement rate, follower growth, offer redemptions
Learnings / Improvements: UGC + quick responses improve loyalty and trust