Understanding the importance of listening on social media
Posted: Sat Feb 22, 2025 6:50 am
Listening on social media
In today's digital age, social media has become a powerful tool that allows businesses to c sri lanka phone number data onnect with their customers. As a result, listening on social media has become an essential part of collecting customer feedback.
Social media listening involves monitoring and analyzing what customers are saying about your brand across various social media platforms. By understanding what your customers are saying, you can identify areas for improvement and make necessary changes to enhance their experience.
Customer sentiment analysis from social media
One of the key benefits of social media listening is the ability to analyze customer sentiment. By analyzing the tone and language used in customer comments, you can gain insight into how they feel about your brand and its products or services.
Responding to customer feedback on social media
Responding to consumers' comments on social media shows that you value their opinions and are committed to improving their experience. It also provides an opportunity to voice any concerns or issues they may have.
Using Strikingly's social media integration to track feedback
Here are some steps to integrate social media for feedback tracking on your Strikingly website:
Connect your social media accounts to Strikingly. This can be done in the "Social Media" section of your website's dashboard. Link profiles like Facebook, Twitter, Instagram, LinkedIn, etc.
Set up social media monitoring with a tool like Sprout Social, Hootsuite, or Biteable. These tools scan mentions of your brand across networks and compile them into one place for your review.
Look for customer feedback and comments mentioning your company name, products, services, or brand in the monitoring tool. Evaluate whether the feedback is positive, negative, or neutral.
Positive Feedback - Favorite/Liking posts and comments, publicly thanking customers and consider posting their experiences on your social media/website. This motivates them to share more experiences.
Negative Feedback - Respond directly to customers with an apology, a solution to their problem, and a description of the steps you will take to make things right. Do this publicly on the same social network. This will show others your commitment to resolving the issues.
Neutral Feedback - Like/reply to posts by thanking customers for sharing their thoughts. For example, you could say, “Thank you for your feedback. We appreciate all ideas on how we can improve.” Build good relationships.
Monitor trends in the types of feedback you receive to find key opportunities and areas for improvement in your business. Monitor both positive and negative trends.
Share feedback results across the company so all teams can work to improve the customer experience based on the insights gained. This aligns priorities across your organization.
Track how response rates, response times, sentiment trends, etc. change over time with your social media and customer service listening. Continually optimize based on metrics.
For Twitter, you can also set up a column in your Tweetdeck that will track tweets/mentions that specifically include your account along with keywords like “feedback,” “review,” “issue,” “help,” etc. Respond and take action as needed.
Search for relevant industry hashtags on each network to find more conversations where you can contribute and provide support. Build relationships and get more feedback.
In today's digital age, social media has become a powerful tool that allows businesses to c sri lanka phone number data onnect with their customers. As a result, listening on social media has become an essential part of collecting customer feedback.
Social media listening involves monitoring and analyzing what customers are saying about your brand across various social media platforms. By understanding what your customers are saying, you can identify areas for improvement and make necessary changes to enhance their experience.
Customer sentiment analysis from social media
One of the key benefits of social media listening is the ability to analyze customer sentiment. By analyzing the tone and language used in customer comments, you can gain insight into how they feel about your brand and its products or services.
Responding to customer feedback on social media
Responding to consumers' comments on social media shows that you value their opinions and are committed to improving their experience. It also provides an opportunity to voice any concerns or issues they may have.
Using Strikingly's social media integration to track feedback
Here are some steps to integrate social media for feedback tracking on your Strikingly website:
Connect your social media accounts to Strikingly. This can be done in the "Social Media" section of your website's dashboard. Link profiles like Facebook, Twitter, Instagram, LinkedIn, etc.
Set up social media monitoring with a tool like Sprout Social, Hootsuite, or Biteable. These tools scan mentions of your brand across networks and compile them into one place for your review.
Look for customer feedback and comments mentioning your company name, products, services, or brand in the monitoring tool. Evaluate whether the feedback is positive, negative, or neutral.
Positive Feedback - Favorite/Liking posts and comments, publicly thanking customers and consider posting their experiences on your social media/website. This motivates them to share more experiences.
Negative Feedback - Respond directly to customers with an apology, a solution to their problem, and a description of the steps you will take to make things right. Do this publicly on the same social network. This will show others your commitment to resolving the issues.
Neutral Feedback - Like/reply to posts by thanking customers for sharing their thoughts. For example, you could say, “Thank you for your feedback. We appreciate all ideas on how we can improve.” Build good relationships.
Monitor trends in the types of feedback you receive to find key opportunities and areas for improvement in your business. Monitor both positive and negative trends.
Share feedback results across the company so all teams can work to improve the customer experience based on the insights gained. This aligns priorities across your organization.
Track how response rates, response times, sentiment trends, etc. change over time with your social media and customer service listening. Continually optimize based on metrics.
For Twitter, you can also set up a column in your Tweetdeck that will track tweets/mentions that specifically include your account along with keywords like “feedback,” “review,” “issue,” “help,” etc. Respond and take action as needed.
Search for relevant industry hashtags on each network to find more conversations where you can contribute and provide support. Build relationships and get more feedback.