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Social Media: The Game Changer
People prefer Social Media for customer care over other channels. But, the main issue is that 95% of customer complaints on Social Media never reach the companies.
70% of people are more likely to use a product when reached out on Social media.
Social media is the best way for answering customer complaints and queries being 48% more accurate and 44% faster than email.
Now, there’s a reason why social media facilitates easier interactions between brands and consumers. Social media is handy, direct, and faster than any other channel that existed in the past decade.
It connects people not only with friends but also with ones they aspire; their idols. Most importantly, it increases the approachability of companies offering ‘direct to use‘ products.
54% users of social media research products. Isn’t this a considerable amount worthy of connecting with and acquiring?
Let’s deep dive into the 10 steps that will get you closer to customers.
- Listen on Social Media
Social Listening isn’t only an aggregation of analyzing consumer perspective but also a tool for market research. Making social conversations the number one aspect drives service quality and helps understand your brand’s pulse.
- Know What Annoys Them
Rather than focusing on the buzz and ‘virality’ of a post, gather information about key triggers for consumers by probing comments and emojis. As they say, an angry consumer is also hungry. A brand attending to such consumers wins.
- Profile Customers Based on Sentiments
Customer profiling doesn’t just happen by integrating CRM with a CX Platform. It’s the in-depth analytics that garners sentiments from every mention to help you serve customers with offers at a personal level.
Sentiments also improve your service as a whole. Analyzing in detail aspects of your product or service sentiments are related to generates a feel-good factor for your brand.
- Track Digital Activity
You may think that activity as minuscule as likes, shares, and retweets don’t matter, but they help you with deep analysis of soft corners. This helps a brand deliver a service that fulfills a need, a want, and a thought.
You can also track trends enabling you to leverage content and communication and bring your brand to a social pedestal.
- Analyze Customer Endorsements
People don’t wait to flaunt stuff they love or enjoy. Food, fashion, and famous confectionery are uploaded by the buyers across social media platforms every day. Images are the costliest intel you can gather to get up close and personal with consumers. Thanks to social media tracking, brand endorsements have never been easier!
- Analyze Customer Reviews
Nowadays, with increased access to smartphones, businesses are instantly ‘googleable’. With fast-moving consumer content and constant offers, reviews on popular sites have not only become trendy but also a form of self-avocation.
Keeping a tab on reviews is imperative to negate social backbiting. Tracking your brand reviews initiates ways to improve marketing and customer satisfaction.
- Stay Close to Influencers
The endorsements and marketing by influencers can be quite persuasive. How can you track them? Through social listening, you can know which influencer is popular among what category. You can also check out their target group and, lastly, get in touch!
- Analyze Brand Interaction & Communication
Analyze how you interact with consumers. Stay sensitive and inventive to keep your target close and competition away. This happens only when you track your performance in real-time with a Data Analytics Hub like the one Locobuzz provides.
- Identify Customers Across Channels
The most important aspect of customer experience is having one view of your customer. Wherever they stop, you follow and begin again. In this matter, chatbots help by being available online 24/7 in case someone needs assistance at midnight.
These are the 10 things that will get you closer to customers. All you have to do is interact, track, and analyze in real-time. So, are you ready?