When was the last time you phoned up a company to leave them feedback, or even just sent them an email? Can’t remember?
Well, you’re not alone. Customers today are turning towards social media instead to let companies know exactly what they thought of their experience. According to a recent study carried out by Conversocial, 43% of customers expect social channels to be integrated with other customer service channels.
That means for online businesses today, it has never been more important to pay attention to what customers say on social media and to acknowledge their feedback. (highlight to tweet) Here’s how your business can gather that feedback using social media, and how you can use it to boost productivity, customer loyalty, and even sales.
Get Customer Feedback on Social Media
Before we dive into exactly how your business can gather customer feedback on social media, it’s important to understand why. One of the main reasons your business can benefit from gathering feedback using social media is because, quite simply, your customers are already talking about you.
As an online business, it’s your responsibility to ensure you find out exactly where these conversations are happening, so you can join in to either provide support or praise your most loyal fans. But not all of your customers will tweet or even message your brand directly when an issue arises.
This is why your business must develop a listening strategy to find out exactly the type of feedback your customers are leaving online and what they are saying when mentioning your company, so you can take the appropriate action….
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