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He Said She Said About Your Business!
If you only knew then what you know now!
The rapid growth of social media has given companies across the globe direct insight into the world of today’s consumers. Prior to the Internet, the overall success of a business was determined by profits and losses, but there wasn’t an easy way to gauge the sentiment of the client base. Now, networks like Facebook and Twitter have replaced the occasional comment card and given consumers a voice to be heard amongst millions of users. If someone is unhappy with a product or service, there is the potential for thousands of people to hear about it through social media. Because of this, brand awareness and reputation management are more important than ever for your company.
Using social media tools, such as Twitter keyword search, allow you to target users discussing a specific brand or topic. Once you know what people are saying about your company, product, or service, the next step is to address their comments and concerns as quickly as possible. Regardless of if the sentiment is negative or positive, responding on behalf of your company is a crucial step in the process of managing your brand. It shows your customers that their input matters and that your company is going to do what it takes to keep their valued business.
"horrible service" search on Twitter
Still not sure how social media can be a useful tool for quality control?
LISTEN and LEARN! Listen to your customers and learn how you can improve your product or service for them. Respond to negative mentions with a sincere apology and request for a second chance by giving an incentive for the customer to return. Avoiding negative sentiments will significantly decrease the chances that your customers will continue to use your product of service. However, addressing the problem head-on implies that your company wants to improve in order to maintain their business.
Damage control is only one aspect of brand management and it is just as important to address the positive as it is the negative. Everyone likes to be appreciated, especially your customers who may have gone out of their way to say something nice about your product or service. A simple “thank you” can go a long way when it comes to building relationships and it will encourage more positive feedback in the future.
Therefore, when it comes to an effective brand management strategy, the most important thing to remember is to take action by acknowledging the good and the bad. Timing is everything! The sooner you can respond, the more of an impact you will have on your current customers and prospects.
What networks do you find most helpful to learn what people are saying about your business?
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