Question

What is the relationship between social information processing capability (internal capability) and customer co-creation (external capability) positively affects social media agility. Please explain in more detail in at least 3 points

Answer 1

Social information processing capability (internal capability) means the ability of a firm to process i.e.to identify the information available on social platforms like social media etc. regarding the needs of a customer, what they want and desire from business organisations and then take actions accordingly to build customer co-creation (external capability) i.e. customer suppprt and relations. Social Media like social networking account of the company, company's own website etc. are the platforms that can play an important role for business organisations to process social information to build customer support.

Social information processing capability and Customer Co-Creation have positive effect on social media agility i.e. the ability of organisation to adapt to changes as per customer requirement in the following ways:

1. Social media provides a platform to business organisations to identify the changes in the needs and demands of the customer by reaching them using their own websites or other social media handles, so that business organisations can take steps to fulfill those needs and build customer co-creation.

2. Social media enables the business organisations to look out at the grievances raised by customers on social handles like company's website and reach out to them with solutions that wins them over their competitors and helps to earn customer support.

3. Social media handles can also help organisations to get suggestions and feedbacks from the customers regarding their products, services and any other ideas for improvements , so that they can process this information obtained through social media to the advantage of the organisation to earn customer support.

Therefore, social media agility has a positive effect on the relationship between a company's internal capabilities and customer support.