Marketing funnels and customer journey maps are hot topics, with much discussion online about how they can smooth transitions through the funnel, shorten the sales journey, and map everything out to increase conversions.
Social media is an incredible tool that should be used throughout both your funnels and your maps - from the top of the funnel, the start of the journey to purchase and beyond. Having a social media strategy in place, and a savvy social media manager to operate this customer-facing part of your company, are both key elements.
Facebook, Instagram, Twitter, LinkedIn, and other platforms potentially play important roles in the entirety of your relationship with some customers. A customer may be introduced to your brand by a Facebook post, learn more about your team on LinkedIn, see your products in action on Instagram, and get customer service help through Twitter.