Résumé:
Customer loyalty is one of the most important objectives of any business in this world because customers constitute an important asset to companies and retaining existing ones is too much beneficial than attracting new ones. Social media is another revolution in economic war. This new technology era has changed customer thinking, lifestyle, and even motivations and factors influencing customer choices, thus the necessity of adaption to social media and new technologies is unquestionable to any company. Social media seems to have an important role in building customers’ loyalty. It is a huge opportunity for companies due to its viral effect in transforming information, building relationship with customers and collecting information concerning customers ‘needs, habits, attitudes ,complaints and more other useful information, thus company should use social media to attract, engage and retain customers.
