Nowadays, marketers are using social media as a marketing tool to build a social media presence. For your brand to stand out from the crowd it’s not enough to post regularly, you also need to give your social media audience an irresistible experience that will leave them wanting more from you. To grow your revenue you must satisfy the needs of your customers and solve their problems this way you can influence their purchasing decisions. And the only way to know what your customers want is to follow their comments so that you can know how your customers feel about your product or service. Many individuals and brands are using social media to promote and market their businesses.
As a business owner getting feedback from your customers is important so that you can know if your products or services are satisfying the needs of your customers or if you need to improve on them. You can start a conversation with your customers by quickly responding to their comments which can attract other people to your business because they want to be a part of something real. Let’s now look at why your customer comments are important.
Get feedback and data
Social media platforms are public forums where people share and connect. People like to share their experiences and opinions about a certain product or service on social media platforms and collecting this data from your customers can help you understand how to better satisfy their needs. The comments may not always be positive, at times you will get negative comments, but how you respond to these comments is the tricky part. Negative comments can taint your brand’s reputation so the faster you handle these comments the better for your brand reputation.
According to statistics, 88% of consumers form an opinion of a brand after reading ten reviews and 86% of people will be reluctant to buy from your business if you have negative online reviews while 95% of unsatisfied customers return if you resolve the issues quickly and effectively.
Write posts that help solve your customers’ problems
Creating posts that your customers will be interested in is part of any content marketing strategy. Writing high-quality content is good but if you don’t have anyone to read it then it’s really bad. To capture the attention of your audience, you can use 50 instagram likes to start a conversation so that you know what your audience needs or what they’re interested in through their comments. Social media platforms are used every day and users will most likely share a post or a tweet so that their friends can see it.
Understand your customers better
Commenting is not only a form of written communication, but it also helps people express their views and ideas on something they’ve used, read, or seen without any interruption. People write comments on various social media sites and going through these comments can help you better understand your customers so that you can serve them better. You can use it as some sort of audience analysis and marketers can use their target audience comments to adjust their marketing strategies to better serve their customers.
Helps identify gaps in your products or services
Customer service is one of the key components in today’s business world which means it’s very important to listen to what your customers are saying on social media. Sometimes the information you gather from these comments can help you identify certain gaps in your products or service that you would not have noticed before. If you get similar questions or the same issues are raised in social media comments, this is a good indication that you need to take a closer look at these existing issues and address them. There are many areas in your business that customer comments can help you identify what is wrong. Customers are always willing to increase their purchases on brands that are responsive to social media.
Communicate with your customers
The relationship your brand has with its customers should be a mutual one. So, if you want your followers to think about your brand you have to also think about them. Comments are a way for you to directly communicate with your customers to show them that you care about their needs and you’re not in it just to make money. Make sure you respond swiftly to comments left on your website and don’t take long before replying.
Boost your business and brand
Customers can now use social media to portray your business in a positive or negative light. Any negative comments you receive on social media can taint your brand’s reputation, but you have the power to turn negative into positive. This all depends on how you handle a complaint from a customer, this can help you gain more loyal customers and attract new ones. When you show your customers that you’re not all about business but that you care and will respond to their comments, you will find more people seeking your expertise in your niche.
A sign of brand popularity
If your company pages have many followers and many comments, this makes your business popular. Influential people, celebrities, and big brands have millions of followers and their pages filled with dozens of comments which is a sign of their popularity. The more the comments on your page the more your brand grows in popularity because your readers love your engaging content.
Gives you some ideas for future topics
To get a list of topic ideas for your content you can ask your readers what topics they would like to read about. Their comments can help you create content that will make it easier to interact with your readers on topics that can actually help them. This is also a good way of showing your high-level customer service and your customer will feel part of your brand.
Using social media to interact with your customers has more positives than negatives. Responding to your customer’s comments promotes your brand, helps you satisfy the needs of your customers, create loyal customers, increase conversion leads and engagement for your business.