Who Is Talking About You On Social Media?
If you spend money advertising on social media you expect a return on investment. You need to find metrics that will allow you to measure success. Seeing what people are saying about your business online is extremely important.
“Your brand is what other people say about you when you’re not in the room.” -Jeff Bezos
There are tools that you can use to find out what people are saying about you and how to improve your image. Having a vigilant eye on your mentions and how people perceive you business will give you an advantage. This way you can protect your brand, target issues, and find solutions.
Serve Your Customers
If someone has an issue with a product or service that you provide more than likely they won’t just call you to complain. They will leave a poor review on Google, Facebook, and anywhere else that they can find.
Prompt responses to customers that are polite and seek to meet their needs is what you should be aiming for.
One tool that you can use to track what people are saying about you is Agorpulse. This allows you to manage customers discussion and quickly find a comment and address it. If you have large social media accounts with multiple people managing them then, this will allow a team to consistently keep up with what is happening.
Listen To Your Customers
How can you transform the customer experience if you do not have your finger on the pulse of what is being said about you. By taking feedback seriously you will have the information needed to make the necessary improvements to your customers experience.
Awario is a tool that will immediately notify you when someone is starting a conversation about you. This way you can directly access the conversation and interject yourself into a discussion before issues can arise.
You can also utilize this tool to look at trends and stats that will break down what is going on with your mentions.
Avoid Crisis With Your Customers
Every business owners nightmare is negative talk around their brand gaining traction and developing a bad image. If an issue is not addressed online this can spiral out of control. Avoid magnifying any issues and head them off as soon as you can.
A tiny problem can blow up and erase years of time and effort spent on building a brand.
Keep up with what is going on with your social media before there is a crisis. That way you will experience less headache and proactively engage with potential problems before they blow up.