The Role of Facebook Reviews for Business Growth in the Retail Sector

This report investigates the impact of Facebook reviews on retail business organizations, particularly focusing on Marks and Spencer. It highlights the significance of Facebook as a marketing tool for brand awareness, sales enhancement, and direct communication with customers. The report explores how customer reviews, both positive and negative, influence business credibility and customer loyalty. It also outlines strategies for companies to regain customers and leverage positive reviews, including creating spaces for reviews, optimizing content, and directly soliciting feedback on social media. The research utilizes secondary data sources to analyze the role of Facebook reviews in achieving business growth and implementing effective business strategies within the retail sector.

Negotiated Assessment
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Table of Contents
Topic- The importance of Facebook reviews for business organisation in retail sector.................4
Introduction......................................................................................................................................4
Background of the topic...............................................................................................................4
Research for choosing this topic..................................................................................................4
Aim of the investigation..............................................................................................................5
How it will be achieved...............................................................................................................5
Literature Review............................................................................................................................5
Significance to use Facebook as a marketing tool in Retail industry of London, United
Kingdom......................................................................................................................................5
Importance of customer’s reviews and how company will develop strategies that helps to
regain customers..........................................................................................................................7
Strategies through which company highlight customers best review related to offered.............7
Conclusion.......................................................................................................................................9
Recommendations............................................................................................................................9
REFERENCES..............................................................................................................................11

Topic- The importance of Facebook reviews for business organisation in retail
sector
Introduction
Background of the topic
Over the years, Facebook reviews for a business organisation that may impact in both negative
and positive sense. Present investigating research will be focusing on how Facebook reviews
effects brand image of a company dealing within retail sector. It has been analysed that many of
the business organisations has started promoting themselves on social media because it has both
cheap and also helps in targeting customers from all over the world. In present context,Facebook
is considered to be one of the crucial social media tool whose reviews specifically influencers
clients towards different range of products and services offered by the company (Mai, Hao and
Huong, 2016). The company that has been taken into consideration for present research is Marks
and Spencer which is one of the famous retailer of United Kingdom which is dealing in fast
fashion, food products and many more other sectors.Basically, this company has also utilised
Facebook as one of the major source to consider reviews of the customers and to deliver or
promote themselves through offering customers with different range of products and services so
that they can easily get satisfied. Facebook reviews also helped Marks and Spencer in gaining
knowledge in relation to different needs and requirements of clients.
Research for choosing this topic
Vital reason of taking into consideration of this topic is that many of the business organisations
are dealing with ample number of problemsat the time of marketing themselves and the major
reason that came in front was continuous change among technological aspects. Facebook, is
considered as one of the crucial marketing tool that has helped companies in grabbing customers
attention towards different products and services offered by them (ur Rehman and et. al., 2017).
Also, Facebook reviews has held customers and getting every single knowledge about companies
reputation within national or international market. This is considered to be the reason behind
adopting this topic because it will not only help company in grabbing the attention of customers
but it will also deliver the information to them about uniqueness of their products (Peeroo, Samy
and Jones, 2017). This will automatically help retail organisations like Marks and Spencer to
gain competitive advantages.

Aim of the investigation
They aim that has been developed for the chosen topic is “To analyse the importance of
Facebook reviews for the business growth and implementing new business strategy.”
How it will be achieved
The aim will be achieved through differentiating the dependent and independent variable of the
topic and developing them alternate them into different objectives and these are presented
underneath:
 What is the significance to use Facebook as a marketing tool in Retail industry of
London, United Kingdom?
 How do you determine the importance of customer’s reviews and how company will
develop strategies that helps to regain customers?
 What are the strategies through which company highlight customers best review related
to offered?
Considering the secondary source of data collection, the above mentioned questions will be
answered in the literature review section and this is how the aim will be achieved through taking
into consideration of different it study that has already been done by researchers and scholars in
the past.
Literature Review
This is considered as one of the crucial destruction section every single research, because it
enhances the knowledge of researcher through considering different studies that has already been
performed by different scholars and investigators in the past (Ahmed, Ahmad and Joarder, 2016).
In present context secondary data collection tool will be utilized where different articles, online
sites, books, journals will be taken into consideration in order to gain appropriate knowledge
about the different objectives that has been developed considering aim and these are presented
underneath:
Significance to use Facebook as a marketing tool in Retail industry of London, United Kingdom
According to ..., there are a range of significance of utilising Facebook as a crucial marketing
tool within Retail industry and some of these are mentioned below:
Improvisation of brand awareness within international market: Facebook, if utilised as a
marketing tool with in retail sector then it can work as an element that can drive brand towards

success. Over the years, it can be said that Facebook has helped business organisations in in
reaching to success level in short period of time because it is totally different from traditional
marketing which was both time consuming and targeted a specific area only. With the help of
Facebook, business organisations that are dealing with in Retail industry like Marks and Spencer
become able to target a higher audience like whoever has an account on Facebook can easily be
targeted by company from all around the world. This is effective social media tool can also help
organisation in building anticipation at the time of launching a new product in front of the market
which can be both existing or new. Over the years, companies like Marks and Spencer used to
market themselves considering different approaches like door to door, billboards and many more
other traditional ways of marketing. Specifically, Facebook where more than 2.6 Billion actively
users within a month can easily be targeted by any organisation which is dealing in Retail
industry as this is considered as one of the famous and leading social media website and
application it may help company in gaining competitive advantages through marketing
themselves.
Enhances sales and revenues: It has been analysed that, Facebook users directly gets
information from company itself as it helps them in getting every single detailed information
without reaching to the physical store ofthe organisation dealing with in Retail industry or any
other sector. This direct communication can easily improve customer loyalty towards
organisation and this can impact positively on both revenue and sales of the retail company. It is
pretty much needed for a company like Marks and Spencer to keep on answering all the queries
that has been raised by customers because with the help of this customers may feel positive
towards getting appropriate answers of the different queries that has been raised by them.
Delivering information in relation to change or discounts done by retail company:.
Considering Facebook as a crucial marketing tool, that may lead retail organisation to deliver
every single information about the uniqueness of their products from the other competitors and
change that they have brought in among their products and to deliver information in relation to
scheme of discounts that company is going to offer customers (Ahmed and Ibrahim, 2016).
Direct information specifically reduce the brokerage of mediators that may cost huge to business
organisations of Retail industry while communicating with customers. taking into consideration
of Facebook as marketing tool will directly help company in grabbing attention of customers

from all over the world and also it will help company to get feedback from the customers of the
services that they have given to them all the products.
Importance of customer’s reviews and how company will develop strategies that helps to regain
customers
According to Dolata, U., (2017), customer review not just have the ability to impact choices
however can fortify an organization's believability.Over the years, it has been analysed that
review have the ability to pick up client trust, and they urge individuals to collaborate with the
organization. Client collaboration eventually prompts improved benefits for
organizations.therefore, it can easily be said that customer review directly enhances loyalty of
customers towards different range of services offered by company that is working within Retail
industry. It has also been analysed that customer review to may make or break a business
organisation. Basically, if the review given by customers on Facebook channel in a positive
sense then it will directly grab the attention of other Facebook users and put them towards
utilising or purchasing different range of products and services offered by a company like Marks
and Spencer.
On the other hand, if it is thought in a different aspect then if any sort of negativity spread by a
customers review towards a particular product or the services given by the business organisation
then it is really possible that the overall image of company in front of the public may become
negative (Taplin, 2017). Therefore, it is pretty much needed for an organisation to keep their
focus towards delivering information to the customers based on their query that has been raised
by them. Including this, if it is talk about the strategy that has been developed by company like
Marks and Spencer in order to regain the customer base then Facebook may lead company
towards attaining the desired goal (Arriaga, Domingo and Silvente, 2017). This can effectively
be done through advertising the different range of products and services offered by them and also
the different discounts schemes which will help company in enhancing satisfaction level of
Reliance even after utilising the products or services offered by firm.
Strategies through which company highlight customers best review related to offered
As mentioned by Peeroo, S., (2017), there are a number of strategies that can be adopted by retail
company see-through highlighting customers best review related to what products and services
offered by them and some of these strategies are presented underneath:

 Creating different spaces to leave reviews:Before potential clients even make it to
business organisation of Retail industry site to find out about business. In present context,
it is must for ensuring that they can find out about company regardless of where they're
leading on the web research about creation a buy. There are a couple of third party
organisations like Facebook to get familiar with a business or an item (Radzi and et. al.,
2018). If it is talk about Facebook, then it is helpful for the organisation because, what is
famous in all over the world as a social media platform that has carried many of the
responses which were both positive and negative for a business organisation in the past. Optimising the content:There are ample number of technological ways like search
engine optimisation that may help a company to deliver the information to the customers
of what exactly they are looking for (Islam and Rahman, 2016). Optimising account on
Facebook along with the post or blogs that has been posted by marketing team will help
organisation in grabbing the attention of customers towards different range of products
and services offered by them and it is mandatory to ask for the client feedback whether it
is positive or negative because this improves the trust of customers towards the different
services offered by them. Asking questions on the social media of what they have experienced after utilising the
product: This is considered to be a crucial strategy, where the retail industry’s
organisations can effectively take review from the customers just when they have started
utilising the particular product. This can be considered as a value added service because
after getting a negative feedback, organisation like Marks and Spencer can take it into
consideration for the near future to reduce the chances of getting same sort of feedback
from any other customer. It is needed for a company like Marks and Spencer to integrate
all the online platforms because customers’ uses different social media sites and even the
professional site as well of the company in order to deliver feedback towards the service
that they have rendered from the company (Ardley and et. al., 2016). With the help of
this, right initiative can easily be taken in correct time frame because if any sort of
negative element has already taken place then it may impact negatively on brand image
of the company which an organisation already dealing at international level cannot afford
it. Bringing modifications in effective time frame is all needed for a company to become
successful in a short period of time this can effectively be done through taking feedback

from customers. this will not only help company in improvising the customer loyalty but
it will also impact positively on overall performance level of the company when it comes
to improve productivity and profitability (Matzembacher and Meira, 2019). Also, it will
help organisation in gaining competitive advantages as well in much effective and in
efficient manner.
Conclusion
With the help of above mentioned report, it is concluded that Facebook reviewsplays an
important role for a business organisation which is dealing within Retail industry or any other
sector. It is also summarise to that it is pretty much needed for an organisation like Marks and
Spencer to build up positive presence on social media platforms like Facebook because it will
not only help company in improvising the customer engagement but it will also impact positively
on their performance level like increase in productivity and profitability. It is needed for Marks
and Spencer to keep on optimising its Facebook account in order to remove the negative
comments that have been raised by public because it will impact negatively on brand image of
the company. Away with this, it is also summarise to that having an account on Facebook or any
other social media channel can effectively help company in in building direct relationships with
the customers where they can deliver information about different range of products and services
offered by them. Despite from this, it is analysed that facebook is useful in the growth and
development of business as in terms of this it has more efficiency to attract maximum number of
people as it can and it leads to increase the sales and market reputation of company as well.
Recommendations
By considering the above discussion it is analysed that Marks and Spencer also need some
improvement in order to achieve significant growth within the market. There are some
suggestions and recommendations that are given to Marks and Spencer as it helps in smooth
running and attracting maximum number of customers. Some of them are discussed below:
 Marks and Spencer need to maintain their content more optimised as it does not look
messy because organised and simple content helps the customers in order to make their
perception regarding the development of product. For example, they can remove previous
negative feedback comments after the improvement in their products as it is helpful for
company in order to convince customers in making positive perception.

 Along with this, Marks and Spencer need to make suitable place for the feedback for their
customers as they need to develop feedback section on their facebook page as it is helpful
for customers in order to make suitable judgement in order to purchase the product and
also helps in analysing the pros and cons of the product. Hence, this particular section is
helpful for company in order to attract customers by showing their organised site.
 Moreover, Marks and Spencer can develop effective marketing strategies for their
campaign as these new and unique strategies are helpful for company in order to attract
maximum number of customers especially youths who are more oriented towards the
trendy fashion and also provide suitable information to the fashion bloggers.

REFERENCES
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