Customers—96% of them to be precise—won’t tell you directly that they’re unhappy. Instead, they talk about it on social media.
An example of brands responding to customer complaints on social media (Image Source)
Social listening tools can help address this issue. You can detect unhappy customers even if they don’t mention your brand. Not doing so means you’re missing out on most of your users’ complaints which is not ideal for customer satisfaction.
2. Are Their Needs Met?
Can you provide what your customers want?
It’s good to provide new products and services. But, you should also consider whether customers need your solutions. The best way to answer this is by asking your customers. User feedback is invaluable to product ideas and it has been the catalyst for success in today’s successful organizations.
However, getting in touch with every customer can be time-consuming. You can use a social listening tool like Lucidya to save time here. You can track relevant conversations to find out gaps in the market without asking each customer for their opinion. You’ll save time, money, and create better, more profitable solutions in the long run.
3. Are They Looking for Improvements?
Sometimes, customers don’t want new products and services. They just want a better solution than the ones they’re using now. There is no need to reinvent the wheel when you can provide superior experiences compared to your competitors.
Lucidya lets you capitalize on this by tracking what your customers are saying online. Let’s say you’re a B2B tech company. You notice your competitor’s users are complaining about slow and buggy experiences. You can improve your application’s (or website) performance and use that as a ‘bait’ to capture new customers.
Again, most of your customers are using social media to communicate with your brand. Are you giving them the attention they need? If not, it’s best to revise your social media strategy to put more emphasis on customer interactions.
A good example of efficient customer support on social media (Image Source)
Use a social listening tool to capture every customer conversation. By engaging with your users, you’ll take your brand loyalty and customer satisfaction to the next level which contributes a lot to business success.
5. Are They Talking About Your Brand?
You can’t track what your customers are saying if they don’t talk about your brand. But, it’s not the end of the world if your engagement is lacking.
One way to increase engagement is by creating interesting content. Look at the top brands on social media today. They all have engaging content to keep their users glued to their phone screens. You can go through our content checklist to learn how to create content that brings in views.
A social listening tool like Lucidya can also help you in this scenario. Our tool lets you monitor and analyze customer conversations on social media easily. With Lucidya, you can:
Identify your most valuable customers.
Track what people are saying about your brand on social media.
Send alerts whenever your brand is mentioned online.
Uncover customer needs and golden opportunities.
Identify your customers’ greatest wants and needs without having to ask them directly.