How can you use SMO to manage customer feedback and complaints in social media?

Dealing proactively and positively with negative feedback is essential. You need to develop a process to analyse and prioritise negative comments quickly, as well creating a prompt resolution strategy. The strategy needs to be regularly monitored. Establishments who have done this in the past quickly establish a very loyal customer base. For example I have friends who still swear by the NEXT return policy of years ago, that would replace any item sold and found faulty within 3 years of the purchase date. This was before online shopping and the Internet ??, however this reputation of this practice lives on in legend. Ask yourself how many people would take a pair of shoes back with a broken heel after 3 years. Very few. Sharp and effective

Time is of the essence when it comes to responding to social media feedback. People want a response as soon as they’ve left a comment. If you’re not replying within a 24 hour period, not only could their comments get lost, but they will lose trust in your communication as a brand. This then creates a spiral of negative feedback. Reply promptly and positively, regardless of the situation.

Here are a few ways to Monitor and respond 1. Active Monitoring and Prompt Responses 2. Designated Customer Service Channels 3. Resolve Issues Publicly and Privately 4. Create Response Protocols 5. Encourage Positive Engagement 6. Use SMO Tools for Listening and Analytics - track mentions, hashtags, and keywords, to and about your brand or business. 7. Implement Feedback into Business Improvements

One of the keys to answering negative feedback is to have a clear risk management plan. There are examples of how companies have managed different incidents and you can see who was ready for any brand crisis and the ones that totally messed up. When your company's reputation is at risk, you may lose a lot of clients and revenues. However, if you respond at the right time with the right words everyone will forget about it in hopefully a couple of weeks.

You are great on your social media game when you monitor and engage with your audience almost in real-time. Regularly monitor your social media channels for customer feedback and complaints. Use social listening tools to stay on top of mentions, comments, and direct messages related to your brand. No one is perfect, acknowledge the issue, express empathy, and assure customers that their concerns are being addressed. Timely responses demonstrate your commitment to customer satisfaction. When discussing sensitive matters, move the conversation to direct messages to maintain customer privacy. This also allows for a more in-depth discussion to resolve the issue.

People love brands that respond and care about them. Remember the last time you had your issues sorted via online means, how did you feel afterwards? After implementing the resolution, follow up with the customer to ensure they are satisfied with the outcome. This reinforces your commitment to customer satisfaction. Encourage customers to provide feedback on how the resolution process was handled. This information can be valuable for refining your customer support procedures. Thank the customer for bringing the issue to your attention and for their patience throughout the resolution process. Document the details of the resolution process. This information can be valuable for internal review and training purposes.

Always address the core issue behind feedback and complaints and quickly offer solutions that prevent recurrence. Please make sure customer satisfaction is known and acknowledged with follow-ups. Record interactions to refine your approach and enhance your offerings with your team, and turn challenges into great opportunities for service excellence. Use these insights to drive continuous improvement, adapting services and products accordingly. This proactive approach resolves individual cases and contributes to overall brand enhancement and customer loyalty.

Engaging and incentivizing customers to provide feedback on social media can be achieved by creating posts that invite customers to share their experiences. The easier it is to leave feedback, the more likely they will do it. Publicly thank customers for their feedback and highlight how it contributes to improvements. Recognition can be a powerful motivator. You can also offer discounts, loyalty points, or contest entries for those who provide feedback. Ensure the incentives align with your brand and offer value to the customer. Depending on your product or service, create VIP customer groups for frequent reviewers or those providing constructive feedback, giving them first access to new products or services.

Here are a couple of steps I would implement at this stage: - Data Collection: Gather all feedback and complaints across social media platforms to view customer sentiment comprehensively. - Sentiment Analysis: Use social media tools to analyze the sentiment behind the feedback. Could you identify patterns and frequency of complaints to assess the urgency of the issues? - Performance Metrics: Align feedback with key performance indicators (KPIs) like response time, resolution rate, customer satisfaction score, and net promoter score (NPS). - Training and Development: Use the insights to train your team. If specific issues are common, it may indicate a need for better education or a shift in approach.

Your video as whole Adds value, still you need to leave the room within content to get the responses out of the audience. That’s what video editor does, the runtime of your content needs pauses & transitions at the right moments. You can replace the video editors with content editors. And I mean real ones, do not get feedback from your team. They aren’t experts at play. It should be the social media marketer and editor at play. 2/ Your Caption should be always fueled by insights from consumers. Because those insights define the social media tone of your post. Asking the team; Do we need Gen-Z slander in the caption? Or we should focus on health or sustainability for a more progressive consumer. These elements define your SMO.