Why should businesses listen to their customers on social media
Social Media

Why should businesses listen to their customers on social media?

Why should businesses listen to their customers on social media

Why should businesses listen to their customers on social media? It’s easy to talk, harder to listen and hardest of all to be a careful listener.

To better understand the landscape current in perspective customers and where the challenges and opportunities lie, you need to pay attention to the conversations your audience is having. You need to listen.

Listening is a key part of research and it wasn’t long ago when that type of research was too expensive for most businesses.

Social media has made market intelligence DIY. That doesn’t mean it’s free, you still need to spend the time researching, analyzing, and discovering insights. But it is more accessible than ever before.

The first step in doing this is listening to the conversations your customers and prospects are having, understanding what they’re looking for, the problems they need to solve, and where your business can help. But with so much unfiltered noise on the internet and all the social media platforms, where do you start? I like using a content management system or CMS like Hootsuite.

With Hootsuite, you can organize your Twitter, Facebook, Instagram, and LinkedIn profiles so they’re all accessible from one place. From there you can schedule updates, post to one or multiple social networks, respond to customers, conduct social listening, and see what’s going on with your feeds, all from a single dashboard. A good CMS simplifies the way you can manage your social media marketing programs.

Now let me show you how to perform a couple of actions on Hootsuite. First of all, if you want to add in a stream, what you do is you click on the button that says Add Stream. And from there you can choose whether it’s Twitter, Facebook, Google+, LinkedIn, your WordPress blog, Instagram, or YouTube. You can also schedule posts on Hootsuite.

You can also create and curate Twitter lists in Hootsuite that include your best customers, your competitors, influencers, and trade media and follow their conversations to get a handle on what they’re talking about in real time.

Once you get a handle on the topics your customers are interested in, you can set up and save searches using various key words and hashtags. From your CMS dashboard you can then monitor conversations in real time, you can also spot emerging issues, deal with customer service problems, or just jump into the conversation.

But before you do that, be sure you’re adding value, helping, not just shilling your products and services. You can also do research on Google by adding those same key words and setting up Google alerts to tell you when there’s new content.

That way you can see who’s writing thought leadership pieces about your industry and also what the influencers are saying. This can help shape your content marketing and the products you offer and you can add new influencers that you find to your existing Twitter list.

Social media gives us an open window on what our customers are saying and a chance to connect with and help them in new ways. But it takes patience, understanding, and above all, the ability to carefully listen.

To better understand the landscape current in perspective customers and where the challenges and opportunities lie, you need to pay attention to the conversations your audience is having. You need to listen.

Listening is a key part of research and it wasn’t long ago when that type of research was too expensive for most businesses.

Social media has made market intelligence DIY. That doesn’t mean it’s free, you still need to spend the time researching, analyzing, and discovering insights. But it is more accessible than ever before.

The first step in doing this is listening to the conversations your customers and prospects are having, understanding what they’re looking for, the problems they need to solve, and where your business can help. But with so much unfiltered noise on the internet and all the social media platforms, where do you start? I like using a content management system or CMS like Hootsuite.

With Hootsuite, you can organize your Twitter, Facebook, Instagram, and LinkedIn profiles so they’re all accessible from one place. From there you can schedule updates, post to one or multiple social networks, respond to customers, conduct social listening, and see what’s going on with your feeds, all from a single dashboard. A good CMS simplifies the way you can manage your social media marketing programs.

Now let me show you how to perform a couple of actions on Hootsuite. First of all, if you want to add in a stream, what you do is you click on the button that says Add Stream. And from there you can choose whether it’s Twitter, Facebook, Google+, LinkedIn, your WordPress blog, Instagram, or YouTube. You can also schedule posts on Hootsuite.

You can also create and curate Twitter lists in Hootsuite that include your best customers, your competitors, influencers, and trade media and follow their conversations to get a handle on what they’re talking about in real time.

Once you get a handle on the topics your customers are interested in, you can set up and save searches using various key words and hashtags. From your CMS dashboard you can then monitor conversations in real time, you can also spot emerging issues, deal with customer service problems, or just jump into the conversation.

But before you do that, be sure you’re adding value, helping, not just shilling your products and services. You can also do research on Google by adding those same key words and setting up Google alerts to tell you when there’s new content.

That way you can see who’s writing thought leadership pieces about your industry and also what the influencers are saying. This can help shape your content marketing and the products you offer and you can add new influencers that you find to your existing Twitter list.

Social media gives us an open window on what our customers are saying and a chance to connect with and help them in new ways. But it takes patience, understanding, and above all, the ability to carefully listen.

Leave a Reply