One of the most important aspects of using social media and online reviews is to listen to what your customers are saying about your brand, products, and services. You can use tools like Google Alerts, Mention, or Hootsuite to monitor mentions, hashtags, and keywords related to your business. By listening, you can identify customer pain points, feedback, questions, and compliments. You can also respond to them in a timely, friendly, and helpful manner. Responding to social media and online reviews shows that you care about your customers, value their opinions, and are willing to solve their problems. It also helps you to improve your online reputation, increase your customer retention, and generate positive word-of-mouth.
Feedbacks can be gotten through online and offline reviews on your products. It is important to pay attention to the concerns of customers on your social media platform, some may be irrelevant and some will hit on point that can help you identify their pain points and how you can offer solutions.
Leveraging social media and online reviews effectively can significantly impact customer satisfaction and loyalty. You need to present and visible at all times. Maintaining an active presence on social media platforms where your customers are present is fundamental. Responding promptly to inquiries, comments, and reviews, addressing both positive and negative feedback professionally is paramount. At Keebo and Minicabit, I was responsible for all Trustpilot reviews as Head of CS. I personally responded to all negative and positive reviews within 24 hours of their initial post. I often followed up with a personal phone call and/ or email.
Absolutely, one of the easiest ways to engage and stay engaged with customers is through social media. A simple like or comment will make the customer feel acknowledged and valued, that’s important when building report for future business.
Utilize analytical tools to assess customer interactions online, tools like Common Room are a great place to start. These insights can help tailor your responses and reveal trends. Engage your audience with interactive content like Q&As and surveys, fostering a responsive community and bolstering brand loyalty.
Conference Sales Executive at Gartner | B2B SaaS | Passionate About Human Relationships
Listening and responding to customer feedback on social media and online reviews are vital for enhancing satisfaction and loyalty. Tools like Kapture CX enable monitoring of brand mentions and keywords, facilitating quick response to customer sentiments. This practice allows identification of pain points, feedback, and compliments, enabling timely and helpful responses. Such engagement demonstrates care for customers, valuing their opinions, and commitment to problem-solving. Effective response not only improves online reputation but also boosts customer retention and generates positive word-of-mouth, ultimately fostering stronger customer relationships and loyalty.
Another way to leverage social media and online reviews is to share relevant, valuable, and engaging content with your audience. You can use social media platforms like Facebook, Instagram, Twitter, or LinkedIn to share tips, stories, testimonials, or behind-the-scenes of your business. You can also use online review sites like Yelp, TripAdvisor, or Trustpilot to showcase your customer reviews and ratings. By sharing, you can educate your customers, showcase your expertise, and build your credibility. You can also engage with your customers by asking questions, creating polls, running contests, or inviting them to join your online community. By engaging, you can foster a sense of belonging, loyalty, and advocacy among your customers.
Be human!! Don't use a load of canned responses that make you sound like a robot. Customers can see through that in a second. Show you care, you'll get a better result and customers are more likely to let you help them.
Social media and online review platforms are powerful tools for building brand awareness and engagement. By sharing valuable content, businesses can position themselves as industry experts, foster trust, and create a loyal customer base. Additionally, using these platforms to showcase positive reviews and testimonials can significantly enhance brand reputation and credibility. Consistent and authentic engagement with the audience is key to building strong relationships and turning customers into advocates.
Inviting a customer to follow your business's social media page is the easiest way for them to join an online community. Gives them a sense of belonging and provides a medium for them to interact with other customers and stay in tune with what's going on with the brand. To take it a step further, showcase the customer generated content by creating a weekly contest for best picture, take a poll, create a hashtag, etc..
Customers like to know their needs are heard. Often people will sign in to social media platforms to log their complaints with products. This gives you a way to assess the depth of an issue and determine what level of intervention is needed to solve any root cause.
For high value customers, invite them to in-person events, like product summits. This lets you share your roadmap get immediate feedback and engagement from your customer while driving customer love and loyalty at the same time.
The third way to leverage social media and online reviews is to analyze the data and insights they provide and use them to improve your customer satisfaction and loyalty. You can use tools like Google Analytics, Facebook Insights, or ReviewTrackers to measure and track key metrics like reach, engagement, sentiment, conversion, and retention. By analyzing, you can understand your customer behavior, preferences, and expectations. You can also identify your strengths, weaknesses, opportunities, and threats. You can use this information to improve your products, services, processes, and communication. By improving, you can meet and exceed your customer needs, delight them, and create loyal fans.
Leveraging social media and online reviews is not a one-time activity, but a continuous process that requires planning, execution, and evaluation. By following these tips and best practices, you can use social media and online reviews to enhance your customer satisfaction and loyalty.
3 dicas para refletir: Transparência como base: Mantenha-se aberto e honesto nas intera??es online, estabelecendo uma base de confian?a e credibilidade com seu público. Adapta??o e flexibilidade: Esteja pronto para adaptar sua estratégia com base nas mudan?as de comportamento e preferências do cliente, demonstrando flexibilidade e aten??o às tendências. Empoderamento do cliente: Forne?a ferramentas e plataformas que permitam aos clientes expressar facilmente suas opini?es e feedbacks, fortalecendo a rela??o e o engajamento.
In this day and age, I believe any business can monetize data. The two most tried and tested routes to doing so are: selling it to create new revenue streams, or use it to increase the value of your company.
Além das métricas colhidas pelas ferramentas, é importante considerar "onde o seu cliente está", pois de nada vale criar a??es para o seu público através da rede social errada ou até mesmo através de campanhas mal miradas. Aqui dou um exemplo: Você se basei nas avalia??es ruins que sua página recebeu no Google, mas enquanto isso, no X (Twitter), sua marcar está sendo bem comentada, e em maior volume. Nessa situa??o talvez seja mais vantajoso fazer a??es no X visando aumentar o volume de respostas no Google para que se possa ter uma análise mais assertiva, ou até mesmo basear-se no feedback do X direto.
Show your customers you're listening by actually taking action off the back of their comments, good or bad. If bad, look at how big an issue it is, look for ways to fix it and make changes and then report back on your social to update your customers that you've listened and made changes. So powerful.
Feedbacks em redes sociais podem ser gemas preciosas de informa??es, pois o cliente, em suas redes sociais, sente-se mais à vontade para expressar suas opini?es sobre o produto ou servi?o. Coletar tais dados, analisá-los e utilizá-los para melhorar seus processos garante que seu setor/empresa está alinhado com a voz do cliente, entregando assim melhorias eficazes.
One valuable practice I follow is seeking client feedback at the end of their buyer journey, whether we close a deal or not. I emphasize the significance of individual evaluations in building customer relationships and personal brand. I actively seek kudos and endorsements on LinkedIn, allowing clients to share their positive experiences with our broader professional network. Furthermore, I share a company survey via email where clients can provide us with a qualification and leave comments. I understand that while sales outcomes can be influenced by the company and product, the relationship with the customer relies on my efforts.