Comment les médias sociaux peuvent-ils être utilisés pour recueillir les commentaires des clients?

You have to listen to your audience. Social listening and monitoring is priceless to understand their needs but also take care of them in times of crisis or bad experience. Pay attention to not just the people who @ your brand but the people who talk about you, your industry, or product. It's free information that you can harness to improve demand, CX, and more. CX and word of mouth will never go out of style and needs to be the foundation of your team's obsession with the customer.

Social media has transformed from just being 'social' to an essential feedback hotline. It's like sitting in a café, overhearing conversations about your brand, and then adjusting your services based on the chatter. Take Coca-Cola for example. When they noticed fans reminiscing about 'Surge' (a 90s soda) on social platforms, they didn't just nod and move on. Instead, they listened, relaunched it, and guess what? It was a nostalgic hit! That’s the power of tuning into social feedback—it's raw, real, and often, the pulse of what consumers truly want. Time to keep those social ears perked up! I expect a surge in #brands leveraging real-time social listening to drive product innovation and enhance customer #experiences in the coming year.

Transparency is one of the very important part that shapes the mindset of customer. I believe a lot of consumers are now depending more on the reviews from social media rather than what advertisement is showing.

Actually, my theory on this is that social media is a great tool we can use to also geographically expand territories of business capabilities in order reach new frontiers of demand we had no insight to previously; & in order to achieve this we must correctly use calculated intelligence to bring capacity to working together in favor of delivery in the supply chain.I believe it is authentic with enormous carry of prospect and knowledge.Easy to connect to areas of improvement,performance and reviewable without possibly geographically being in the same space and time.Its order is direct and specific,transformation is independent to the receiver and very versatile with also how it delivers that.And that helps with healthier business competition

Social listening is a valuable tool that helped me better understand the needs and preferences of my customers and users. In fact, it provided a perfect opportunity to improve on my delivery standards in all aspects of the business. Here is how I handled a customer who purchased a product but was very unhappy with the delivery time of her parcel. - I apologized . - I changed the courier delivery service. - I offered a discount on her next purchase. Here is how my client reacted: -My client gave an excellent review. -She referred friends and family members to the online store. The positive outcome was an additional 60% increase in sales revenue for that month .

Data collection via social media platforms should be an important part of your customer research and product development. Just make sure, that you are using good sample sizes before making critical decisions.

Listening tools could be a good source of data but there should be an SOP in place to process the feedback received and to cross verify the authenticity of it. There is a chance that competitors can muddle the data with false information which can trigger investigation into issues that never existed.

Create a social listening and monitoring plan. Which channels will you monitor? What keywords will you look for? Make sure that the words you pick are the words your audience is more likely to use. Think sneakers vs tennis shoes. Create an escalation spreadsheet with the major topics you may expect and a process for bad to severe negative findings so you can send it to the right people in comms and PR.

Social media has essentially given #brands a 24/7 focus group. The challenge? Sifting through the noise to find actionable insights. It's like fishing: you need the right tools and patience. When PepsiCo’s Lay's wanted to spice things up, they didn't just brainstorm in a boardroom. They launched the 'Do Us a Flavor' campaign, directly asking fans for new flavor ideas via social media. The result? Crazy flavors like "Cappuccino" and "Wasabi Ginger" and tons of engagement! This is the beauty of leveraging social feedback: brands can turn passive scrolling into active participation, making consumers part of the product journey. So, let's start fishing in those social waters!

Apart from employing the regular tools and techniques to gather and analyse customer feedback, it may be useful for businesses to also invest in a community manager who can moderate the interaction on a page or group. They can give real time non automated responses to customer queries/requests/complaints, and manage negative comments more effectively.

Always be the adult in the room. If you lose your cool you have already lost. Be empathetic, kind, and transparent. If someone is complaining, they want to be heard and you won't be the only one who sees it. Current and prospective customers will see how you engage and expect the same treatment for themselves. This is an opportunity to save or kill customer relationships.

Always be open and honest. Say thank you. Say sorry if you need to (and tell them you will do better) Show your customers that they are the only thing that matters (because it's true)

They say that the customer is always right. While that may not be actually true, as a company representative one needs to respond to all feedback with humility. However, when customers cross a line, it is okay for a business to end the conversation after having offered apologies and solutions. The important thing is to maintain decorum and not lose patience or temper. Personnel deployed to handle social media comments must be trained to always respond properly as they represent the company and any improper conduct reflects badly and may even lead to legal consequences.

Identify the top most complaints so you can create a template of FAQ responses at the ready to make it quicker to respond. See if any of these regular concerns can be resolved over time to minimize their impact on the customer and their experience.

In the digital era, #socialmedia has turned from a #marketing megaphone into a two-way conversation. Through these online channels, customers often share their brand encounters, both good and bad, in real-time. By tuning into these virtual conversations, brands get a golden ticket to refine and enhance their offerings. Take Coca-Cola's #ShareACoke campaign as an example. Initially sparked by social insights, they replaced their logo with popular names, leading to a personalized customer experience and increased sales. The moral? When brands act on social feedback, they not only solve pain points but can also discover unexpected avenues for innovation and connection. So, let's listen in!

Feedback received via any medium is precious. Social media helps to offer feedback with pictures/videos that give an in depth understanding of a customer's experience, whether good or bad, which is a gold mine for businesses looking to constantly improve and innovate. It is important to keep an open mind: what you intend to deliver and what a consumer experiences may not be the same. There is no shame in admitting to and closing this gap. The more humble and responsive you are, the more you will be loved. That said, there are limits to what a company can do with feedback - not every complaint or suggestion is feasible and that's okay too. As long as you're willing to listen and do your best to improve you're good to go.

Focus on metrics that matter. Not just vanity metrics. Who cares how many likes you got. What matters is how many of those views or likes translated to a website visit that converted to a sale. And, are people who view your socials more likely to spend more? These are the types of metrics that you can build a strategy around.

In today's world of digital manipulation and bots, it's important to not lose track of what is important. Understand what your goals are - awareness, lead generation or purchase; and track the metrics that measure them. Concentrate on action taken more than likes. Look at the reviews and ratings, not just comments. Look at engagement rather than follower count. Count organic growth in followers instead of bots artificially inflating counts.

Using sentiment analysis tools, we can gauge the overall mood of social media conversations about your brand. This helps in recognizing patterns in customer emotions and identify potential pain points. It's like having a sixth sense for understanding how our customers feel at any given moment.

Social media is the easiest place to get customers' feedback, especially in the comment section. Where the product was advertised. It brings trust and more customers when the product solves a customer problem.