Social Media & Customer Outreach

As several state governments are extending their Stay-At-Home orders, many companies are utilizing social media to connect with their audiences to its full potential. On Twitter, they are staying relevant with #quarantine hashtags. Yet on Facebook, it is evident that Messenger is becoming an extension of the call center with faster response times.

In this blog post, I will outline my research on how two companies are using social media to connect with their audience: Netflix, and TurboTax.

Netflix

Netflix is absolutely using COVID-19 to its advantage. They know that their audience is stuck at home, and is in dire need of entertainment. Most people, including myself, have run out of shows to watch. We are scouring the internet of binge worthy recommendations, and are coming up short on options.

Through Facebook, it appears that Netflix is helping to fill that void by posting web segments called "What's New on Netflix This Week". Additionally, they are posting snippets & trailers throughout the week of the previously mentioned highlights. This is an excellent strategy, however, the company could improve by connecting with their audience in a few comments of each post. Their twitter feed is similar with mostly retweets.

TurboTax

In addition to some Stay-At-Home orders being extended at the state level, the federal government has extended the normal April 15th tax filing date to July. Because of this, TurboTax is likely seeing much less traffic on their site this time of year. 

That would be case if millions of Americans were not growing impatient on receiving their 2020 Stimulus Checks. Apparently, whenever you receive a refund on a tax return filed with a tax preparation service, those funds are funneled into that company's account prior to being direct deposited into the account of the receiver. This has caused a glitch for the Stimulus Checks so unfortunately this company is battling a very angry audience at this time. 

On Facebook, TurboTax is much more responsive than Netflix. Their team is replying to many comments by addressing the concerns of their customers head on. They are also giving updates on their progress with the IRS. I've noticed that they are not as active on Twitter - which is understandable due to Twitter usage being on the decline in recent years. 

Conclusion

Overall, I think these companies are doing a great job. They are connecting with their audience in the best way for their businesses and are implementing strategies to stay relevant.

Thanks For Reading

Shanell A. Spann

Connect with me on:

 

My Site – https://htmlbyshanell.com/

GitHub – https://github.com/HTMLbyShanell

YouTube - https://www.youtube.com/channel/UC3EaLC-43IlJYMcykUBnkog/videos

LinkedIn – https://www.linkedin.com/in/shanellspann/