Social media

Another place the voice of the customer is heard is in social media. Some typical forms of social media include Facebook, Twitter, Yelp, Open Table, Trip Adviser, Expedia, and Consumer Affairs. There are many different types and formats for social media.

Fig 2.6 shows that social media carries the voice of the customer.

In many ways, social media is similar to emails in the carrying of the voice of the customer. But there are some subtle differences between social media and standard email processing. Emails can be more direct and to the point and can also carry a lengthy and complex message. Social media on the other hand is indirect and often casual. In addition, social media is often not directed to the corporation about which discussions are being held at all. Many social media messages are directed to the general public.