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4 Social Listening Hacks to Increase Customer Retention

Rahul Maingi

By admin, September 21, 2017

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Social listening or social monitoring is the process of monitoring digital conversations so as to understand what customers are saying about the brand or business on online platforms. It allows the business to evaluate the feedback from their customers and utilize this feedback in designing their marketing campaigns.

Social listening

Social monitoring has become an important marketing strategy for many businesses, especially small ones, to improve customer satisfaction and retain customers. If you’re a small-scale business owner, then here are 4 social listening hacks that can help you in winning over your customers.

1) Know Your Target Customers

With social listening, you can directly contact your customers and know their suggestions as nearly everyone uses a social media platform nowadays. You can discover their interests, preferences, and habits. You can then use that information in your next offering. It also helps you to monitor the online platform where your customers are spending their time. For example, if your customers are spending most of their time on Facebook, then you can prioritize it and start a social media campaign on Facebook first.

2) Be Prompt

In the world of social media, no one appreciates a delayed response. You need to be quick with your replies and online interactions. For example, if a customer is raising an issue or posting an inquiry, then he/she will be expecting the response as fast as possible. Try to reply within 24 hours and address their issues right away to get your customer’s attention and create a positive image of your brand in the eyes of your customer.

3) Follow Hashtags

Following industry-specific hashtags help in researching the market and understanding what’s being said by a focus group on social media. With hashtags, you can easily research relevant content, see what people are saying and thus implement it in shaping your products and services. For instance, if you’re a digital marketing firm, then use hashtags such as #SEO, #DigitalMarketing and #SmallBiz. Therefore, if you want to gather data from social media to develop a product or service according to what your customers want, then follow relevant hashtags on social groups.

4) Create Original and Engaging Content

Content is king in today’s marketing. Creating original content is the rule of thumb for getting maximum exposure on the internet. If you write quality content on your blogs, then your website will improve its ranking, making it more visible to your target audiences. Apart from being original, your content should also be engaging to attract more viewers and make them interact with you thus creating a positive impact on the existing and potential customers.

Additional Tip: There are many social listening tools available at your disposal social monitoring. You can use Tweekdeck to manage multiple Twitter accounts and organize your search, Google Alerts to monitor the web for new content, Followerwonk to increase your social graph and Mention to be a part of a discussion group.

Social listening is the best way to make use of social media for attracting customers and retaining them. It helps you approach them directly and utilize their real-time experiences in improving your products and services. Follow these social listening hacks and see the difference. If we missed out something and you want to share a social listening hack from your experience, then let us know in the comments section below.

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