Businesses use social media listening to increase their reach and engagement, but they can also use it to boost customer advocacy.
Customers who feel that brands are listening to them are more likely to say positive things about those brands on social media, which can spread good word-of-mouth that increases sales.
Read on to learn more about how can social media listening increase customer advocacy.
What is Social Media Listening?
Social media listening is the process of monitoring social media conversations, such as Facebook posts, tweets, and Instagram photos.
By listening to what people are saying about your company on social media platforms, you can gain a better understanding of what they like or dislike about your product or service.
This knowledge can then be used to improve customer satisfaction by addressing issues that customers have experienced in the past or by using this information to create future products or services.
Also Read: How To Create A Social Media Plan
Before we discuss how can social media listening increase customer advocacy, let us first know why social media listening is important.
Why is Social Media Listening Important?
Social media listening is important for many reasons, but it is particularly helpful for brands that want to increase customer advocacy. So why is social media listening important? Here are five ways that it can help:
- Social media listening helps you stay on top of what your customers are talking about.
- It is a way to find out how your customers feel about your brand.
- It lets you know what their needs and wants are in order to serve them better.
- By getting feedback from customers, you can improve your products or services based on customer feedback.
- You can use social media listening as a tool for customer advocacy. By learning more about your customers, they will be more likely to want to advocate for you and share with others how they feel.
Ways Social Media Listening Increases Customer Advocacy
Here are 5 specific ways social media listening can boost customer advocacy in your business.
Improve the Customer Experience
Listening to what your customers are saying on social media and responding in a timely manner cannot only boost customer advocacy, but it can also improve the overall customer experience.
One way social media listening can improve the customer experience is to anticipate customers’ needs.
For example, if you notice that someone has commented on a competitor’s post about their product offering, you could send that person a message about your company’s similar product.
Another way social media listening can increase customer advocacy is by leveraging customer content to boost your marketing efforts by using the hashtag #ad or #sponsored in the post.
Increase Brand Awareness
Social media is a rich source of information, and listening to customer conversations on social media can help brands understand how their customers feel about them. Brands can use this information to improve customer service and increase the amount of customer advocacy.
Customers who have an excellent experience with your company will share it with their networks through social media or in person.
For example, when people like your business’s Facebook page or follow you on Twitter they are opening themselves up for future communication from you.
Make sure that you take advantage of this opportunity by thanking new followers and thanking recent customers for the positive feedback.
Also Read: How to Delete a Facebook Group
Generate Leads and Sales
Social media listening helps in generating leads and sales by enhancing the customer’s experience.
In an age where people are overwhelmed with notifications, social media listening can help brands know what customers want before they even ask for it.
And when done right, social media listening gives brands a competitive edge over their competitors who might not be tapping into this valuable source of information.
The most successful companies are using social media to listen to what their customers are saying about them and then take action to address their concerns.
Enhance Reputation Management
Listening to what customers are saying about your brand on social media can help you manage your reputation and boost customer advocacy.
It is important to not only listen to what people say but also understand their tone and intention.
For example, if a customer complains about an issue they had with your product or service, it might be wise to reply quickly and apologize for the inconvenience.
Doing so shows that you care about the customer’s experience and will likely create more advocates in the process.
One way social media listening can increase customer advocacy is by encouraging engagement.
If you find out what your customers want and need, you can use that information to engage with them.
This could be as simple as a poll or question asking what they are most interested in, or it could be something more involved like hosting a chat session.
The more engaged your customers are, the more likely they will be to share their thoughts on your business with others.
Other Ways How Can Social Media Listening Increase Customer Advocacy
With so many new social media platforms popping up, it can be difficult to keep up with all the ways your brand is being discussed.
However, social media listening tools can help you find these conversations and then determine how you can use them to increase customer advocacy. These are some other ways that social media listening can boost customer advocacy:
- Increase customer satisfaction with service and speed of response.
- Give customers a voice and be able to act on their concerns before they escalate into complaints or negative reviews.
- Find opportunities to reward loyal customers by sending exclusive discounts or offers through social channels.
- Discover when someone is talking about your company who doesn’t currently have an account, creating more potential leads for future sales opportunities.
- Determine what people are saying about your products in order to improve quality and stay competitive.
Also Read: How to Use Social Media for Marketing
Now you have come to know how can social media listening increase customer advocacy. With social media listening, it is easier than ever to identify customer needs and build relationships with customers.
There are a variety of ways that social media listening can increase customer advocacy. For example, once you have identified customers’ needs, you will be able to provide them with better service and offer products that they may want or need.
This increased attention from the company will go a long way in building customer loyalty and making them feel valued.
Q. What is social media listening?
Ans: Social media listening is the process of monitoring and analyzing what people are saying about your business or brand on social media.
Q. How you can say that social media listening increase customer advocacy?
Ans: An engaged customer will likely be willing to share their feelings with others and has a higher chance of influencing that person’s purchase decision.
Q. How often should you monitor?
Ans: Monitor at least daily but ideally multiple times per day in order to stay up-to-date.
Q. Is it difficult to set up?
Ans: Monitoring platforms exist for all skill levels and budgets, so finding one shouldn’t be difficult.