5 Ways Social Listening Is Taking CX To New Levels
Posted: Sun Dec 22, 2024 8:07 am
In an age where social media dominates our conversations, a whopping 96% of your customers won’t tell you they’re dissatisfied with your services, but they will discuss their disappointment on at least one social platform.
Social listening in 2024 could make the difference between a positive customer relationship and losing potential customers. Monitoring customer conversations about your brand on social media allows you to quickly identify pain points and any negative sentiment related to your products and services.
Leveraging this data allows you to instantly respond to any negative feedback and adapt your CX strategy accordingly for smoother future conversions.
The question is, could social listening take your CX strategy a step further? Let’s find out as we dive into five ways you can leverage social listening to build better CX relationships in 2024.
Social Media Marketing
What is social listening?
First things first, let’s take a closer look at the practice of social listening.
Social listening is defined as the process of monitoring online conversations about your cellphone number philippines format brand on social media. It helps business leaders understand what their customers really think about the company.
Whether you choose to monitor brand sentiment through engagement or direct mentions of your company, there are several tools on the market that can examine countless tweets, Facebook posts, Reddit comments, and more.
Even better, social listening can be used to gain insights into your industry as a whole. In addition to leveraging data on your brand mentions, you can mine insights into competitor mentions, industry content trends, and general user behavior to get a complete picture of target audience preferences, viral content formats, and the most profitable social media channels on the market for promotion.
How social listening can improve customer experience
There are many ways to use social listening to improve customer experience. Monitoring how your customers talk about your brand personality on social media helps you understand how they experience your brand in real life.
Here are five ways social listening is changing the game for customer experience :
1. Better understand how your customers see your brand
If you can understand your customers' feelings about your brand, you can easily tailor your products and services to improve satisfaction.
Using social listening as a tool to measure consumer behavior as they interact with your brand’s social posts and promotional content is a great way to gauge how interested your targets are in a product or service.
Better yet, social listening tools also help you measure customer sentiment over longer periods of time. This makes it easier to track changes in customer behavior regarding a product or service. Are more people interested in a product in the summer than in the winter? Is a viral bestseller starting to lose interest?
Amazon does this very well. The company leverages data from its users’ social platforms to determine what its targets currently want and how they react to certain trends or product launches.
amazon-66a7e7aee76b7
This makes it easy to customize your online store to the gratifications and preferences of each and every one of your customers.
2. Participate in real-time conversations
Customers turn to social media to share their opinions about a brand, ask questions, and provide feedback on recently purchased products and services.
With the ability to listen in on these conversations, brands can respond in real-time to comments, direct messages and social actions directed at them.
Not only does this add an element of humanization to your customer service, but it also significantly improves your customers’ experience with your brand . This way, you can speak to consumers one-on-one and demonstrate genuine engagement with their questions and comments.
JetBlue Airways does just that. With a dedicated social media customer service team, they respond to customer messages in real time about flights and their status.
jetblue-66a7e7aeddbb7
A brilliant way to keep customers informed about their travel experience from start to finish.
3. Retain regular customers
Did you know that attracting new customers is five times more expensive than investing in retaining them?
Social listening tools can help your retention strategy in several ways, all of which contribute to a positive CX for your business.
Using social listening, you can identify and retarget repeat customers who come into contact with your online content. Track what your customers are commenting on and engaging with, and send retargeted ads to their social media and email inboxes.
Better yet, why not offer them exclusive discounts and deals during the retargeting process to ensure conversion?
Social listening in 2024 could make the difference between a positive customer relationship and losing potential customers. Monitoring customer conversations about your brand on social media allows you to quickly identify pain points and any negative sentiment related to your products and services.
Leveraging this data allows you to instantly respond to any negative feedback and adapt your CX strategy accordingly for smoother future conversions.
The question is, could social listening take your CX strategy a step further? Let’s find out as we dive into five ways you can leverage social listening to build better CX relationships in 2024.
Social Media Marketing
What is social listening?
First things first, let’s take a closer look at the practice of social listening.
Social listening is defined as the process of monitoring online conversations about your cellphone number philippines format brand on social media. It helps business leaders understand what their customers really think about the company.
Whether you choose to monitor brand sentiment through engagement or direct mentions of your company, there are several tools on the market that can examine countless tweets, Facebook posts, Reddit comments, and more.
Even better, social listening can be used to gain insights into your industry as a whole. In addition to leveraging data on your brand mentions, you can mine insights into competitor mentions, industry content trends, and general user behavior to get a complete picture of target audience preferences, viral content formats, and the most profitable social media channels on the market for promotion.
How social listening can improve customer experience
There are many ways to use social listening to improve customer experience. Monitoring how your customers talk about your brand personality on social media helps you understand how they experience your brand in real life.
Here are five ways social listening is changing the game for customer experience :
1. Better understand how your customers see your brand
If you can understand your customers' feelings about your brand, you can easily tailor your products and services to improve satisfaction.
Using social listening as a tool to measure consumer behavior as they interact with your brand’s social posts and promotional content is a great way to gauge how interested your targets are in a product or service.
Better yet, social listening tools also help you measure customer sentiment over longer periods of time. This makes it easier to track changes in customer behavior regarding a product or service. Are more people interested in a product in the summer than in the winter? Is a viral bestseller starting to lose interest?
Amazon does this very well. The company leverages data from its users’ social platforms to determine what its targets currently want and how they react to certain trends or product launches.
amazon-66a7e7aee76b7
This makes it easy to customize your online store to the gratifications and preferences of each and every one of your customers.
2. Participate in real-time conversations
Customers turn to social media to share their opinions about a brand, ask questions, and provide feedback on recently purchased products and services.
With the ability to listen in on these conversations, brands can respond in real-time to comments, direct messages and social actions directed at them.
Not only does this add an element of humanization to your customer service, but it also significantly improves your customers’ experience with your brand . This way, you can speak to consumers one-on-one and demonstrate genuine engagement with their questions and comments.
JetBlue Airways does just that. With a dedicated social media customer service team, they respond to customer messages in real time about flights and their status.
jetblue-66a7e7aeddbb7
A brilliant way to keep customers informed about their travel experience from start to finish.
3. Retain regular customers
Did you know that attracting new customers is five times more expensive than investing in retaining them?
Social listening tools can help your retention strategy in several ways, all of which contribute to a positive CX for your business.
Using social listening, you can identify and retarget repeat customers who come into contact with your online content. Track what your customers are commenting on and engaging with, and send retargeted ads to their social media and email inboxes.
Better yet, why not offer them exclusive discounts and deals during the retargeting process to ensure conversion?