Final Project Artifact- Karen Ha & Brittany Lin

The main objective of Uber’s new social media plan is to broaden their target audience and attract more customers to the business. In order to achieve this, Uber must first improve their customer support/service in order to increase customer satisfaction and overall experience. Lyft’s customer support serves as a great model for Uber to work towards. However, since these businesses’ demographics differ, Uber will not be mimicking Lyft’s exact methods but instead, creating their own methods to reach out to customers to earn their trust and loyalty. Uber’s current presence on social media is lacking in terms of outreach, engagement, and concern. Because of their strictly professional image, their few interactions seem quite impersonal. The demographic we aim to target mostly consists of young adults aged 16–24 years old and adults 25–34 years old. This younger audience frequences social media at a much greater magnitude than other age groups and is where the majority of business is from.

Uber’s new social media plan will utilize Twitter, Instagram, and Facebook primarily to target its users. Posts on Twitter and Instagram will focus on creating a friendlier and more open environment, where user engagement and conversation are encouraged… Uber will hold AMA’s (“Ask Me Anything”) on Twitter to encourage transparency of the company’s practices as well as to get feedback directly from customers. Uber’s Instagram will host day-long “Instagram Takeovers” by actual Uber drivers in order to increase trust in drivers and make the Uber experience more welcoming and personal. Uber drivers from around the world will post on the Uber account to share their personal stories and experiences as a driver for the business. Lastly, Facebook will be used for releasing official announcements, customer support, and for facilitating one-on-one customer interaction.