It is no longer a secret that maintaining a good online reputation is impossible without a good volume of customer feedback. There are multiple ways you could collect customer feedback. However, avoiding social media could be a huge mistake in that case.
Social media is a great resource when you want to collect customer feedback in an easier and faster way. Moreover, if you don’t bother to collect it, people are going to talk about your brand anyways. So, it is better, when that happens – you are there to cover for any misleading conversations.
Since we’re on that, here are 5 ways social media feedback is critical for your online reputation.
1. Brand Mentions
Keeping an eye over your brand mentions on social media can have many benefits. First of all, you can provide spot-on customer support to people who are facing any issues with your products/services, even when they didn’t contact you for help.
Other than that, when you monitor for competitive mentions, you also have an opportunity to capitalize on the unhappy customers of your competitors. You can study their problems to learn the reason behind their dissatisfaction and if it’s your lucky day, your product might be the solution they were looking for.
In this way, latent customer feedback from social media can also earn you a lot of conversions.
2. Product Feedback
Another way you can put your social media to work is by collecting feedback regarding a new product or any new feature in your existing product. When you take initial feedback in such cases, you get to collect a pool of reactions that can help you in producing better solutions.
Moreover, when you take feedback like; whether the product is easy to use, whether the new feature is even worth developing, or what else should you be working on – it helps you in keeping your ears to the ground. Other than that, it will make your customers believe that you care about them.
3. Focus Groups
When you are on social media, you have multiple options to interact with people (existing customers & potential customers). Hosting focus group discussions is one of them. You can create different groups with industry/location specific people in them and then ask feedback questions. Or, you could start live Q&A sessions to gather plenty of user-generated content.
When you host focus group discussions, it requires people that fit specific criteria, this thing let alone creates a special feeling among the participants of your group. Furthermore, actively involving people in the success of your brand and soliciting quick feedback helps you achieve your business objectives in a much better way.
4. Social Media Polls
One more social media feature for feedback that you can leverage is the polls. You can deliberately ask people in your social network for their opinions or preferences regarding your products/services.
This way you can gather up some important yet precise insights regarding what people like and dislike about your products. Also, if you look into the results of polls created by your competitors, you may as well find some holes left by them that you could possibly fill.
5. Influencers/Industry Experts
While you’re on social media to strengthen your network and public reach, there are people out there whom you should be targeting for good. These people are the industry experts, they can give you some great tips to win the customer’s heart. Other than that, you can create affiliations with them to promote your brand. Their public networks are often very extensive and can get you the reach that you want in a much lesser time than it would take for you to get on your own.
So, if you know some big names in the industry – try reaching out to them. You never know who might become the reason for your brand’s fame.
Also, check out our previous blog to find out “16 Must-Follow Facebook Pages for Reputation Management Marketers“.