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Consequently, the lack of control over user-generated content on some platforms poses real risks to businesses.īrands can address this concern in a few ways before negative brand experiences become amplified. Social platforms often struggle with moderating content effectively. The ugly side of user-generated content is that it can be a vehicle for misinformation and negative spamming. Furthermore, satisfied customers are the best possible brand advocates for future customers, as there is power in community validation and endorsements. The beauty of user-generated content is that it enables brands to connect with their customers and prospects in a personal and creative way. Most content on the top social media platforms is user-generated. Brands must consider the reputation and reliability of the social platforms they use and ensure they align with their overall social strategy, as association with a platform that showcases controversial content can negatively impact their image. For example, almost 40% of Gen Z use TikTok and Instagram as their search engines over Google. This requires a clear understanding of each popular social platform and how its customers use them, acknowledging that there may be a significant generational divide. To adapt to this new model, brands should have clear policies and guidelines for their social media presence.

However, it raises the stakes of engaging customers in an authentic, timely and effective way through this medium. Social media has been transformational in CX, not just for adding a new channel to the customer journey but also for changing customer support from a one-to-one communication model to a one-to-many engagement approach. From Facebook and X (formerly Twitter) to Twitch and Discord, customers now expect a rapid response to queries and complaints made on their favorite platforms.

Voice changer for discord for chromebook