Social media has opened up a whole new world of opportunity for businesses as well…
Best Ways to Use Social Media for Instant Feedback
Having reached 2.8 billion users in 2016, social networks keep evolving at the speed of light.
To stay competitive, Small Businesses invest a great deal of effort in keeping pace with this trend and use it as a key means of attracting and retaining customers. Once you fully establish your social media marketing strategy and get your target audience following you, you need to focus on tracking and collecting their critical feedback.
Namely, people use social media to voice both their satisfaction and disappointment with brands and products in real-time. This gives you the opportunity to get instant insights into the performance of your company in the global market.
Here are some of the most effective ways to do so:
Keep track of brand mentions.
In order to make the most of social networks, you need to monitor your customers’ discussions about your brand and your niche, in general. This helps you keep up with the industry trends and find out how your target audience feels about your brand. In other words, you will be able to use their feedback constructively to boost their overall satisfaction.
For example, as 51% of consumers expect an online company to be available 24/7, you could use chatbots on Facebook to offer real-time customer support. By catering to the people having issues with your products instantly, you will get more referrals and positive word of mouth.
Social media can also serve as powerful competitive monitoring tools. In other words, apart from tracking your brand mentions through online communication channels, you can also ‘spy on’ your competition. Only by assessing users’ opinions on other brands in your niche will you be able to make strategic moves to gain competitive advantage, improve your customer services and, most importantly, turn their dissatisfied users into your loyal consumers or even brand ambassadors.
Supposedly, monitoring brand mentions on social media is a daunting task. Luckily, you can leave it to a plethora of social media monitoring tools, such as Topsy, Social Mention, Hootsuite and Talkwalker alerts, and focus on some other aspects of your marketing campaign.
Collect product feedback.
Gathering customer feedback is critical when rolling out a new product or updating the features of the existing one. Of course, social media plays a fundamental role in this process. What’s great about this practice is that you can collect honest social media feedback not only from your current users but also from potential buyers and industry influencers. They might point to some serious user experience and design issues your team failed to identify during the product testing. Precisely because of this, in order to find a solution to this problem on time, you should collect your product feedback before the launch of a product.
Conduct online surveys.
One of the most effective ways to generate vital information on your consumers is through online surveys. However, the greatest problem with this kind of customer audit is that you can never be sure whether a person doing it is taking it seriously. For instance, some people take these tests out of sheer boredom and answer the questions randomly. It goes without saying that such results are not only completely useless but also highly dangerous since they give you a flawed understanding of the subject matter.
However, this shouldn’t discourage you. Namely, many people look for micro-jobs to earn extra cash. One of such jobs is participating in online researches for a small monetary reward or a free product. Put simply, instead of free researches, explore paid surveys for products. Knowing that they will be compensated for completing a survey properly, your examinees will provide you with unbiased, honest and, above all, convenient information.
Finally, once they complete the survey, people will want to spread the word about it on their social media profiles. This is why you need to create easily visible content share and follow buttons for all major social networks.
Deliver engaging content.
To create industry-specific, relevant and engaging content, you need to know who your customers are and create buyer personas. This means that you need to do a thorough research and determine what their age, gender and location are, what their buying motives are, as well as why they are interested in your product. Only this way will you be able to deliver highly personalised content and share it to the right people, in the right place at the right time. As one of the most vital means of customer segmentation, social networks are a key factor in this process.
However, apart from enabling you to understand who your target audience is, these networks also help you get instantaneous inspiration for your content creation. For instance, if you experience writer’s block, you could simply ask your Facebook or Twitter followers to help you by explaining what kind of content they would like to read next. Their instant feedback will not only help you find inspiration in a matter of seconds but also create highly personalised posts that meet your readers’ expectations.
By integrating social media with their market research, businesses can gather invaluable insight into their customers’ opinions on their brand and, most importantly, see how profitable their product actually is. Only by implementing the abovementioned strategies can marketers set realistic goals, cater to their consumers effectively and nudge their company in the right direction.
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