In this internet age businesses will have to keep customers happy on social media – if they wish to stay and survive. Researchers opine that to create and sustain customer happiness on social media demands different sequential steps.
• Listen attentively
• Respond appropriately and promptly
• Establish a connection
• Be succinct in your replies
Social listening is the art of finding the right type of conversations and vibrantly engaging yourself on social media. Attentive listening is crucial to succeed in social media.
It is common knowledge that you must first listen and understand before being understood. It is only if you listen intently, you can frame a suitable response.
The importance of listening is associated with business success and strong leadership. You must listen to learn, understand and stay informed.
You must find the useful conversations and pause to listen to what’s being said. Researchers found that 90 percent of people talking about brands had fewer than 300 followers. So you should listen to big influencers and those with significant following to derive maximum benefits.
There are some useful tools you can put together into a social listening dashboard. Mention is one of the most favorite tools, as it’s able to track just about any variation of your brand name, as well as keywords, phrases, and hashtags.
When conversations happen about your brand on social media, you must immediately get involved and make a positive impression on the minds of those talking about you.
If you miss out on these valuable opportunities, you will apparently miss the chance to make an impression. You will lose the opportunity to furnish answers or solutions and to steer the conversation in a positive direction.
It is of paramount importance that you respond promptly, In fact, customers expect a response on Twitter within 60 minutes
Consumers understandably expect quickness of response to prolong their conversations with you, too.
If you can pull off this quick feat, you’ll indeed go a long way toward setting yourself apart from your competitors. Few companies can answer speedily as studies show that only 1 out of 10 companies answer within an hour on social media.
Monitoring and listening with the available tools will be a great start for replying fast. With Twitter, you can sign up for Twitter email alerts and customize them so that you only receive the messages that you’d like.