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Growth Hacking

Social Media As A Customer Feedback Tool

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customer feedback

Many companies spend thousands sometimes millions of dollars in advertising. But no matter how much you spend, the cost can be counterproductive especially if you have poor customer service. According to studies, poor customer service costs American companies up to $41 billion each year. It does not matter what industry you belong to. Engaging customers can help improve not only customer service but also relationships and social media is about connecting and building a network. Companies join social media because they want to humanize their brand. They want to develop trust and relationship with their customers while at the same time improving their branding. Here are some ways you can use social media as a customer feedback tool.

Connections

Social media has an emphasis on connections. People do not only use them to connect with family and friends but also to know what is going on outside this group of people. Nowadays we use social media to know what’s going on in other countries, to read the latest news and gossip and to know the latest in tech and entertainment. Companies and individuals can capitalize on this by connecting directly to customers. If you’re selling pancakes for instance, connecting with customers via social media will give you valuable feedback. It’s like having free access to what they think about your product 24/7.

Interact

Interacting with customers is now possible thanks to social media. You can post a blog and discussions can happen in an instant. Your customers can read what’s new about your product. When they try it they can post comments and you can respond accordingly. This will not only give you insight as to what they think but also information on how you can improve your product or service. You can use blogging not only to spread word about your product but also as a tool to help you reach out to customers. When you develop your social media presence, customers will begin to trust you and look at you as an authority figure giving you and your product credibility. This simple interaction between you and your customers will strengthen your relationship.

Monitor Feedback

Tools like Google Analytics can be used to monitor what other people say about you on social media. You can use this information to improve your product or to see how the competition is doing. Google Analytics can also be utilized to find reviews of your product or service.

Competitor Check

Speaking of competitors, do you know that you can use social media to find out what they are up to? On platforms like Facebook, Instagram and Twitter, you can follow your competitors so that you their latest news, what they are doing or what event they are hosting. You can use this information to get a competitive edge.

Improve Customer Service

Many companies use social media to improve their customer service as they can respond to queries in real time. Many customers prefer to use social media because they feel that it has a better response time compared to filling up forms on the website. They also feel that social media accounts are more “human” compared to websites so you will be able to receive more customer feedback through various platforms.

Keep Updated

Aside from knowing what the competition is up to, social media can also be used to know what the industry is up to. Customers are usually the first people to try when there is something new in the market and many of them are eager to share their experience on social media. Aside from this, it can also be used to monitor news and laws that affect the industry.

Emergency Updates

Sometimes the best way to find out if something is wrong is by going to social media to see customer feedback. If Gmail does not work for example, many people go to Twitter to find out what’s going on. Having social media pages can let you update your customers in situations like this.

Drive Traffic

Customer feedback can help drive traffic to your blog or website. If you regularly update your blog or company website, you can post these updates on social media with a link so that customers can click on it to find out what’s new. Posting on social media can help drive visitors to you main site and onwards.

The benefits of social media go beyond generating sales and leads. Companies can use social media to learn more about themselves and their customers. Social media gives companies a human component that is more approachable to customers.

Growth Hacking

How To Leverage Social Media As A Word Of Mouth Tool

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word of mouth

Thousands of small business owners still rely on the power of “word of mouth” or the idea that their satisfied customers will drive new potential customers to them through telling people they know. They have no interest in the new techniques of modern marketing, specifically social media, because they’ve always relied on word of mouth.

They’re making a huge mistake, because social media isn’t just a place where you can see your weird uncle rant about politics, or what your high school buddies are up to now. Social media is the modern word of mouth. In the past, if a customer loved your service they may tell 2-3 people max, but now all it takes is one Facebook post and they are telling everyone on their friends list. Considering the average user has 338 Facebook friends, just one recommendation can prove to be very valuable for any type of small business.

Leveraging social platforms for word of mouth begins with the same process as stirring up regular word of mouth referrals: with great service/product that gives customers a reason to talk about it. Everyday people don’t wish to be a sales person to their friends unless your product or service elicits one of two responses: Love or Hate. No one tells others about a product thats “meh” or a service that “got the job done”. They tell of the horror stories that came with the worst lawn care company ever or how the local coffee shop has the best espresso they’ve ever tasted. Understand word of mouth goes both ways, so if you regularly disappoint and receive tons of complaints don’t be surprised when people are talking, but not in a good way.

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Growth Hacking

Public Relations Lessons To Learn From

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public relations

When you’re new and inexperienced, the public relations world can be strange and exciting at the same time. Even if you went to school or took the appropriate courses, nothing can prepare you for the real-life experience because there are some things that cannot be taught in school. There are lessons in the PR world that is best learned from experience, trial and error and by learning from other people’s mistakes. Here are examples of PR lessons that you can learn from.

Work With Influencers

There are many novices who do not consider working with influencers when they are working on or launching a PR campaign. They undervalue influencers because it is seldom taught in school. Partnering with an influencer is a great PR campaign because they already have networks in place that you can leverage to make your campaign succeed. Nowadays people are connected not only through work but through the internet and social media too. It is normal to “follow” or be “friends” with somebody on social networking sites like Twitter, Facebook and LinkedIn and influencers have their own circle of followers and friends in these platforms. Working with influencers is a great way to spread your message quickly and make your campaign succeed.

Cultivate Media Relationships

People in the media have access to a bigger audience. When you’re working in PR it is all about getting the word out and reaching the maximum number of audiences. Don’t be shy with reporters. Get to know them and build relationships so that you can call upon them when needed. Aside from reporters, you also need to cultivate a relationship with your online audience. To do this, you need to be accessible to them through social media and blogs. Respond to their queries and engage them in conversation.

Create Newsworthy Content

When you’re in school, it is easy to imagine that your clients will have newsworthy content and you will have unlimited media coverage because of it. But when you’re in the real world, this is not always the case. When you’re a PR executive, it is your job to come up with newsworthy content by capitalizing on relevant events and to find ways to position your clients so that they can engage the media. Whether it is a holiday trend or current events, it is always important to stay abreast of what’s trending to get press for your clients.

Rejection Is Not Personal

Don’t take rejection personally. Just because you think that something is newsworthy or amazing does not automatically mean that other people deem it so. In school, most students do not need to access the media to garner attention for their assignments. This is why most of them do not have first experience when their stories get rejected. Don’t take it personally. Just because the reporter is not interested in your story does not mean to say that your story next week will also get rejected.

Timing Matters

When somebody tells a joke, the narrator has to time it perfectly for maximum effect. The same applies with public relations. It is easy to get impatient because you might think that it is best to strike immediately. However, it also pays to watch and be patient. Don’t send newsletters and pitches when no one is likely to read them. Learn the right time to update your clients or company’s social media pages, the best time to send email newsletters or when your blog posts go live. Knowing the right timing to update can help maximize viewership and impact.

Re-Use Content

Many of us who frequent the internet know that fresh is always best. However, in the world of public relations, it is alright to re-use content and repeat your message. There is a difference between sounding like a broken record and repetition. You want to repeat your message because some consumers won’t remember your message the first time. Repeat the message and reuse content by referencing past blog posts, sharing old posts in your newsletter or sharing old content as #throwbackthursday.

There are many public relations lessons that you don’t learn in school. In PR you need to learn to exploit situations to your advantage. If you’re new to PR have to be brave and try things that are new to you or get ready to learn as you go along.

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Business

7 Known Brands that Bootstrapped to Success

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Today’s entrepreneurs have a misconception that in order to succeed, you need outside money, and you need others to validate and invest in your idea. Below are 5 major companies to prove that theory wrong. You’ll probably recognize these 5 successes below and you’ll be more impressed with the fact that they didn’t receive any funding to become successful.

1 – SPANX

Sarah Blakely started her $400M company with about $5000 in her bank. At the mere age of 27, the wild idea of her new to be found startup came while she was getting dressed for a party. At the time, she even researched and wrote the patent herself in order to save money on hiring an attorney. Fast forward to 2016, her company reportedly worth $400 million and she owns 100% of her company.

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