The roles of social media as a platform for customer engagement / Ramli Saad and Wan Shahrul Aziah Wan Mahamad

The introduction of social media has changed the world and its whole way of working by bringing the world and its people closer together. Social media may not look like a new phenomenon but it continues to evolve. There is a constant rise in social networking and therefore, the impact of social network is becoming stronger day by day, into each kind of business. Social media is often used as a source of information and a spread of knowledge in changing peopl e’s views and opinions. It is among important business marketing tactics which helps to create new business opportunities, develops a stronger market position or modifies consumer’s behaviour.