Social networks are amplifying what customers have to say, and channels like Twitter and Facebook have more and more power to affect how and why people buy. Your customers are sharing and soliciting opinions with trusted peers on all these channels. Even if you are not actively taking part in the conversation, there are good reasons to listen in and monitor what potential and current customers are saying. Here are six reasons to consider:
There’s bad news and good news about the way consumers interact with brands on social media.
The bad news? When customers complain on social media, those complaints can tarnish your brand’s name for a wide audience faster than ever.
The good news? Just as complaints travel at light speed thanks to social media, so do compliments.
If you think you’re not “on” or “doing” social media, you’re wrong. Your company may not be active, but I guarantee your fans and your non-supporters are there. Because of this, it is the brand’s responsibility to create a social media experience that can turn a dissatisfied customer into a raving fan.