- Did you know more than 90% of buyers trust recommendations from people they know? This means, if you have a happy customer, you will have more chances of getting business from his friends and social media followers.
- More than 85% of people trust online reviews from other buyers, whether they know them or not.
- According to a Harvard Business School Press, just 12% increase in customer advocacy can boost your revenue by two times. Although 12% sounds like a small number, it consists of your most happy customers. They trust you and recommend you to everyone they can, with no intentions of receiving any benefit from you.
So, it is fair to say that in 2021 and years to come, you need to create a social media strategy that helps increase your customer advocacy. You need to create a base of most loyal customers who will stand by your side and advocate you to your prospects and your haters.
Wondering how to begin with?
Don’t worry; social listening is the most effective way to do this. It is different from social media monitoring, which solely involved tracking your brand’s social media presence and determining the way forward.
Social media listening is all about listening to what your buyers, prospects, and your haters have to say about you.
Once you listen to their appreciations, concerns, comments, and suggestions, you will be able to provide them better services. Moreover, when you listen to them and address their concerns, they will feel valued. They will prefer doing more business with you than with a brand that doesn’t communicate with them. Soon, they will start recommending you to their family members, friends, relatives, colleagues, and even to random people in their social circle. This is how they will become your brand advocates.
Here are some simple tips to help you increase your customer advocacy using social listening:
Respond to their complaints
Did you know 68% of buyers leave a brand or a business because they feel the company doesn’t care about them? Only 14% leave because of faulty products or services.
These statistics prove that even if your product is the best of its kind, buyers will still choose not to buy from you if you do not listen to their concerns. It sounds pretty obvious. No one would like to buy something from a brand that has pathetic customer support. What if the product doesn’t work? How will you exchange or return it? What about the money and time you spent on it? We would rather pay a bit more or ignore a few minor issues and buy from a brand that we can reach out to any time. Simply put, we would advocate for a brand that is willing to hear us.
Build a social media customer service team
Until a year ago, buyers used to contact a brand through emails or phone calls. Now, they prefer social media. Whether it is an appreciation or a complaint, they choose social media because it is easy and has a massive reach.
They don’t care if you are on social media or not. They don’t even care about tagging you while posting about you. All they want is your response. So, you must attend to those social media complaints and suggestions as soon as possible before your haters and competitors join in and blow the issue manifolds.
Wondering how you can track all those complaints, especially those that aren’t posted on your social page or those where you aren’t tagged?
This is where you would need the help of social media listening tools such as Notifier. These tools can help track every mention of your brand across all popular social media sites. They can track even those discussions where users haven’t tagged you or have used an incorrect tag. This is exactly what you want!
Notifier can Help Save You Time
Social listening shouldn’t be limited to your FB and YouTube comments and tweets. You ought to respond to each and every comment about yours and Notifier can help you with this.
You can get notifications of every mention about you across many popular social media platforms, so you don’t miss out on anything relevant.
Once you know what people are talking about you, you will be able to respond to them.
- If they have any complaints, assure them that you are willing to resolve their issue as quickly as possible.
- Make sure you attend to those complaints on a priority basis and keep the complainant informed at every step.
- Do it socially (not privately) so others can see how prompt and dedicated you are.
- If they have any suggestions, appreciate them! They genuinely care for you, which is why they are suggesting an improvement. They could have left you but they decided to give you one more chance.
- Tell them you are happy to hear their opinion and that you definitely incorporate their suggestion in the future.
- As a token of appreciation, reward them with a discount.
- We understand you may not be able to accept all their ideas and suggestions because most of them would require you to make significant changes. But, an assurance will boost the buyers’ confidence in you and turn them into your brand advocates.
- If they appreciate you, that’s a blessing! We are too quick to leave a negative comment but we hardly bother about writing positive, constructive feedback. So, if someone has appreciated you, NEVER EVER LET THAT BUYER GO, even if you have to send him a free replacement or offer a specific service for free. He is the one who will advocate for you for years to come.
- If they are your haters (could be your competitors trying to tarnish your brand image), deal with them too. It can be tacky to handle them but do not remain silent. If you don’t reply to them, it will again throw a negative light on your brand.
- Don’t be afraid of negative feedback or criticism. Even huge brands get social media backlashes. You can’t avoid them but you can certainly prepare yourself to deal with them. And that’s possible only when you listen to your customers.
If you do what is mentioned above, you will make your customers realize that:
- You genuinely care about their satisfaction.
- You are interested in their feedback.
- You value them and do not want to lose them.
- You are ready to assist them and solve their issues whenever needed.
- You are not just there to make more money. You are there to build relationships.
- They matter the most to you.
A recent survey has concluded that it takes 5 times more money to acquire a new customer than to retain a current one. So, it is worth investing time and money in an existing customer than just keep on acquiring new ones.
A ‘satisfied’ customer may still leave you but a ‘happy, valued’ customer will never do so.
He will stick with you for years and will become your brand advocate. Surprisingly, the only thing you need to do is to listen to them.
Thankfully, social listening tools such as Notifier can make it much easier and hassle-free for you and even small businesses can afford them.
Try them today and we bet you will be surprised to see how they can help you serve your customers better.