Invite customers to talk about your brand

Invite customers to talk about your brand

Faith Ocampo Published on March 29, 2016

smiling-businessman-with-business-team-meeting-in-back

The fact that many entrepreneurs often don t realize is that it takes only a few clicks to build customer loyalty.

The plethora of platforms that customers use to talk about products and services has triggered a rapidly swelling volume of complaints, and many managers are unhappy about it.

But you shouldn’t be. This accumulation of customer queries is in fact a rich opportunity to understand your market, enhance your reputation management strategies, and extract intelligent insights—that is, if you know where to look.

It s nearly impossible to track complaints, questions, and comments that aren t explicitly directed toward you. Often, people talk about brands but they don t really intend to include them in the conversation.

diverse-business-team-chatting-in-office-hallway

Your responses to these commentaries, therefore, make for a more pleasant customer experience. When you address complaints even when they weren t formally raised, it leaves customers feeling much more satisfied. And thus, they ll be more inclined to talk about your brand in a positive light.

Here s what you should do to track indirect complaints and evoke a stream of responses from customers.

1. Let people post on your Facebook timeline.

middle-aged-couple-reading-laptop

Privacy options on Facebook may not allow you to see everything that customers say about you. If you want to take social customer service seriously, it might be necessary to use a software to crawl through user posts. Otherwise, you might miss important queries or comments from customers.

Another way to keep track of customers conversations about your brand is to let them post on your Facebook timeline. It s surprising that many firms still don t open up their timelines, since doing so can invite more commentaries and also promote transparency.

Customers who see what others are posting on your wall are more likely to trust you, whereas privacy settings that are too strict may lead people to think that you re trying to hide something.

2. Respond to product reviews.

businessman-using-tablet-outide-office-building

Nowadays, customers help one another stay informed about new products and services. Websites like Yelp and Amazon serve as a place where people post product reviews, which can either increase or decrease sales.

When a negative feedback isn t addressed, you’ll be losing plenty of customers before they even approach the door. Participating in review websites is not only a great form of reputation management. By showing that you care, you ll be able to retain and acquire new customers.

Moreover, you can try to turn a negative customer experience into a positive one by talking to previous buyers. You might present them with a new offer or promise to fix their issues. This kind of customer service is the best form of marketing you can possibly implement.

3. Join discussion boards.

young-people-in-deep-discussion

Discussion boards and forums are, in many ways, more intimate than social media sites. People go there to actually talk about topics they re truly interested in, and that s not often the case in social media. Whereas users can post about anything on Facebook and Twitter, discussion websites categorize “threads” or conversations. This way, users can quickly identify the ones relevant to them.

This is also exactly why joining discussion boards is good for brands. In there, everyone s completely focused on what you have to say, making your messages several times more impactful.

It’s important to remember that sustaining conversations with customers is a long process, but it’s more than worth it. Every effort you exert will help establish an outstanding identity that customers can attribute to nobody but your brand. Although this type of branding takes time, focusing on people s insights can take you farther than any marketing strategy ever could.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
As a multilingual call center, Open Access BPO is home to individuals from different cultures, beliefs, and orientations. We believe that the world thrives when we embrace our differences; when we establish safe spaces that cultivate healthy, open discussions and cultural expression.

Happy World Day for Cultural Diversity for Dialogue and Development to all!

#WeSpeakYourLanguage
#OABPOonDiversityDay #OAonCulturalDiversity
Open Access BPO
Open Access BPO2 days ago
The key to building a brand that customers will remember: embedding empathy into your organizational culture.
Read: https://buff.ly/3Ly8Tf9

----------

Let our dedicated expert #CustomerExperience team define your brand's commitment to your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO