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Social media has transformed the way businesses approach customer feedback and reviews. It is now easier than ever for customers to share their experiences with a company, and for businesses to respond in real-time.
Here are the top 5 ways that businesses can use social media to gather customer feedback and reviews:
1. Create a dedicated hashtag:Businesses can create a unique hashtag for customers to use when sharing their thoughts and experiences. This way, businesses can easily track and respond to feedback and reviews.
“Including hashtags in your social media posts is a quick and easy way to improve your social media marketing results” – Angie Gensler
2. Monitor social media channels: Businesses can monitor their social media channels for mentions and comments from customers. This allows them to respond to feedback and reviews in a timely manner, and address any concerns or issues that are brought up.
For this purpose, social media listening tools come to the rescue to address concerns as early as possible and explore new opportunities for businesses.
3. Encourage customers to leave reviews: Businesses can encourage customers to leave reviews on social media platforms such as Facebook, Instagram, LinkedIn, Yelp, and Google Business Page.
Review platforms like Trustpilot, Capterra, and G2 are worth considering here; they are generally suitable for B2B. This not only helps businesses gather valuable feedback but also boosts their online reputation.
4. Use polls and surveys:Create polls [see example] and surveys that are fun and engaging for customers, which are generally a great way to gather customer feedback in a quick and easy manner. It is advised to do so once a month at least.
"Polls on stories perform particularly well. They are an easy and effective way of understanding your audience” – Outgrow
5. Share positive reviews: Businesses can share positive reviews on their social media channels to showcase their happy customers. This not only boosts the business's online reputation but also encourages other customers to leave reviews.
“Customer feedback, social listening, and focus groups and surveys are three common ways to measure brand health” – HubSpot
In conclusion, social media provides businesses with a powerful way to gather customer feedback and reviews.
By creating a dedicated hashtag, monitoring social media channels, encouraging customers to leave reviews, using polls and surveys, and sharing positive reviews, businesses can leverage social media to improve their customer experience and online reputation.
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