Are you listening to your customers on social media?
The customer experience is a hot topic right now. As it should be. For too long it seems that customers went a little unheard and underappreciated, and now with the digital age upon us, customers have a voice – and they’re using it.
The biggest change in recent times has been the way customers can interact with brands online – asking questions, sharing experiences and reviews, or making complaints. While it may seem a little scary that the customer now has all this power, it’s a great opportunity to find out more about your customer and exactly what they want.
After all, wouldn’t it be better (and easier) to just give your customers what they want? Doesn’t a happy, repeat customer = successful business? We think so!
To really know what your customers are talking about, and want, it’s best to listen up! This means you need to be where they are, take note of what’s being said, and be in the conversation. These days, a big chunk of the conversation is happening on social media, so that’s where you need to start.
Here are some ways you can listen to, and learn from, your customers on social media:
Be part of the conversation
If someone comments on your post or is talking about you via another post, add your two cents! Comment back, ask questions or thank them for their kind words.
Remember to use a conversational tone on social media; be professional but talk as though you are talking to a friend. People need to be able to connect with you and relate to you, and they also like to know they are talking to a real human, so be human!
The most important thing when listening to your customers on social media, is to actually listen. Don’t just randomly comment and waffle on. Take note of what is being said, take it on board and if enough people are requesting something, within reason, consider how you may be able to provide it. Make sure your comments back are relevant and that customers know that you value their input too, as it will encourage them (and others) to keep giving it!
There’s a number of software programs that can automate your social media monitoring. You’ll still have to action things and comment, but by using a monitoring tool, it helps you to not miss mentions, tags or comments. Some of our favourite social media monitoring tools are Hootsuite, Mention, and Google Alerts. You can also simply use the search function within social media apps to search for your business name or relevant keywords and see what comes up.
Need some help setting up your social media strategy? Contact a social media consultant at Green Door Co today.