Briefly explain how social media have changed the way customers and other groups engage in business communication.

Answer: It has changed the way to get new customers and perform customer service to create engagement

Explanation: The main change that customers have experienced when receiving communications through social media, is that in the past companies had to strive to find customers through newspaper, TV and radio publications, which was very expensive for companies and not everyone had access. Now with social networks and new technologies all companies have access to the client at low cost if they wish, so they must excel through some competitive advantage.

Example: Large food companies spent on expensive TV ads that were unknown if it reached the public, can now use an social media influencers to promote their products and the amount of money to spend, will vary depending on the followers of this person.