Good customer experience is one of the crucial assets a business can use to reliably grow and expand. So, it’s only natural for businesses to do everything that’s within their power to make sure their customers are satisfied with the ways in which they interact with the business.
While there are a lot of areas that comprise customer experience, a method that has proven to be the most effective in improving all of them is actively pursuing customer feedback and implementing it into one’s customer experience.
Recent years, in particular, have seen the rise of social media feedback as a way to easily get to all of the information you may need to improve customer experience. This is because of the fact that so much of our interactions in the modern world are being manifested through social media. When this is joined by the fact that social media makes us more honest, it’s easy to see the possibilities social media feedback can have when it comes to improving your customer experience.
In order to this, you will first have to have established a presence on social media through which you can start gathering feedback. Choosing the best way to get customer feedback will largely depend on the needs and possibilities of your business as well as the preferences of your current customers. For example, you can utilise chats to talk directly to them, ask them questions through posts or just look around for any public mentions of your company. There is no one best way to go about doing this, you will instead have to experiment until you find the methods that give you the best results.
In order to get a fuller understanding of the value, it can bring to your business, let’s take a look at four ways social media feedback can help you improve customer experience.
1. Improving your products and services
A big part of customer experience is the level of satisfaction customers have with the products or services you are offering them. While you can do endless surveys and market research on any new service or product you introduce, the only way to actually know if people are satisfied with them is through customer feedback.
No matter if a customer loves or hates your product, the first thing they are most likely going to do is go to social media to either share their excitement or vent their frustrations. Finding this information and taking note of it will help you develop a fuller sense of what is working as you intended and what areas may need improvement.
2. Making your customers feel heard
If people feel like you as a business aren’t valuing any opinions and suggestions they may have, it’s going to have a negative impact on their entire experience with you. This is where social media can help you by not only giving you insight into their thoughts but also by allowing you to thank them and efficiently respond to their comments.
This can be especially useful in handling critical situations. With the enormous amount of information constantly circling social media, if a few negative comments can easily spread and make things get out of your hands. This is why responding to as many negative comments as you can, will help you manage situations such as this saving you from a potential catastrophe.
3. Improving customer loyalty
There are many studies that show a direct correlation between customer loyalty and business success. In fact, the main point of good customer experience is to make sure your customers are satisfied with what you are offering them and converting them into loyal and regular customers. This is where looking for social media feedback can once again prove invaluable, as it will help you better engage with your customers, understand their needs and tailor your message towards them.
Another big way in which social media can help you with customer loyalty and customer experience as a whole is by helping you to develop a personalized relationship with them. With a lot of modern companies treating their customers only as a source of income, forming a personal bond with your customers will help you stand out in their eyes. On top of this, personalizing your relationships will give you a chance to humanize your business, allowing customers to further relate to it.
4. Helping you make decisions
At the end of the day, the success of your business is entirely in the hands of your customers, which is why having a deeper understanding of their needs and wants should be integral to your decision-making process. With that being said, social media feedback is by far the best way to get the information you need in order to make business decisions that go along with the desires of your customers, improving their experience and paving the way for future growth.
Social media has been a blessing for modern companies in many ways, allowing them to reach a wider audience and improve their marketing strategy, as well as many others. However, one of the most beneficial ones is that it gave them a direct line of communication with their customers.
Knowing how to use the information you get through social media feedback, by wisely implementing it into your customer experience is the only way for your business to gain an advantage over your competition and ensure its future success.