Small and large businesses have realized that engaging in social media is one of the most effective ways of understanding their customer. Once a company builds a social media network, it is important for it to make use of the information generated from this source on a daily basis. There is a lot of valuable information, which is obtained as feedback from customers via social media.
As a business, you must learn how to collect this information from your customers and use it to improve your products and services. It is easy for a company to establish a social media following but the unfortunate thing is that, most people do not maximize the feedback obtained from social media. According to Joshua March, the CEO and co-founder of Conversocial, only 6 percent of businesses that engage in social media utilize their customer feedback data.
According to March, you can be able to tell how people perceive your products by using the feedback data generated in social media. Most customers will give a genuine description of your product or service based on their opinion. There are some who are flattered by brand loyalty whereas others may have a bad image regarding your product due to a certain marketing message they have come across.
In essence, if you want to understand how your brand is perceived by its target customers then you should collect customer feedback data from social media. You need to understand the negative preconceptions about your brand so that you can address them accordingly. With social media, you can identify the effectiveness of your web presence strategy by identifying the product’s natural strengths and the negative perceptions.
Other than that, social media engagement also helps you to analyze your customer’s reaction to a new product. You can know how your product is faring in a matter of minutes since people give feedback on social platforms really fast. You will be able to know if customers are disappointed or satisfied by the new product depending on the kind of feedback that is generated on social media. You can take the right action to clear information about this new product by giving the right response and addressing disappointments using the same social platform.
According to March, if companies can create a clear plan on how to address social media feedback, then a lot can be achieved. For instance, you can decide to separate the customer feedbacks into different categories then addressing each separately. From there, you can know who is responsible for a certain negative reaction and how this can be addressed. You can also leverage a number of other initiatives, such as promoting job opportunities, local events, or press release forms of content via social media.
In essence, you should engage in social media to help you understand your customers better. Make a point of using any information or data that is given by customers on social media to engage with customers. This customer feedback can help you address issues and incorporate changes, which were recommended by your loyal customers. You can even understand the trends in your company and watch out before losing your loyal customers.continue...