Turning Social Media Complaints into Valuable Feedback

This post has been extracted by Charing Kam from our e-Book, “How To Keep Your Customers Coming Back”.

It’s inevitable that you’ll receive complaints, concerns, or suggestions from your customers. Instead of thinking of customer feedback as an inevitable bother, think of it as a gift.

When your customers give you feedback or send in a complaint, remember that they are giving you feedback so that you’ll improve. After all, the way that you innovate is by using customer feedback to your advantage. One of the most common channels people use to give feedback is through social media. How do you manage customer feedback via social media and use it effectively?

1) Find Out Where Your Customers Are

The key to interacting with your customers on social media is to know your audience. Do your customers prefer to interact with your brand on Facebook, Twitter, or another site? Don’t miss an opportunity to interact with your customers by not knowing where your customers want to interact with you.

2) Track And Analyze Your Social Media Feedback

Where are you customers mostly likely to post negative feedback? At what time of day are consumers most likely to contact your social media presence? Figuring out this kind of data will help your team figure out how to manage your feedback most effectively.

3) Figure Out What Requires Response, And Act Quickly!

As we mentioned, most people on social media expect an answer to their comment quickly, within a few hours! While this might be difficult to manage all of the time, you need to respond as you can.

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