Service in the Spotlight – Social Media Monitoring

As we revealed in a recent blog post, 88% of unsatisfied customers in India share their negative experiences with the world. Do YOU know what is being said about your brand online?

Listening in on social media is a great way to get ahead of your competitors and keep your customers coming back for more.

Why is tracking your social media so crucial? Social media has transformed the way companies market their businesses. But regardless of what you have to say about your products and services, people are going to have their own take on them, and they may be turning to social media to express that. What if you’re not there to hear (and respond to) their commentary?

When you respond promptly to mentions of your company on social media, you are showing potential customers that you have great customer service skills. Individuals love to see brands engaging with customers on social media. Always keep in mind when customers have something good or bad to say about your brand, their first spot to share their feelings is going to be on a social media network. A recent study showed that 35% of the participants had asked a brand a question on a social network before.

But when it comes to social media scanning, there’s a whole lot more to learn about the experience your customer is not-so-secretly reporting on…

Did you know that over 1 million people view tweets about customer service every week and roughly 80% of those tweets are negative or critical in nature? It’s time to monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate.

While direct customer feedback is a key part of BARE International’s research methodology, social media scans provide a valuable piece of BARE’s 360-degree approach to measuring customer perception and satisfaction. Data extraction from social media is an extremely efficient tool for observing what consumers think about a company and its products or services, as it does not require the explicit solicitation of customer impressions.

According to Bain & Co., when companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. Don’t be blind to the power of social media and the commitment from your customers.

How can BARE International shed a light on your social media presence and keep you ahead of the game?

– BARE’s Social Network Assessment Platform (SNAP) offers real-time data visualizations across multiple social media platforms to monitor your online reputation.

– Insightful, data-driven reports can fuel your strategy and guide your decision-making process.

– At-a-glance visualizations are designed to provide actionable insights as quickly as possible to key decision makers.

Let BARE empower you and your business to continue on the path to creating a relevant brand presence. Contact us today to get insights across multiple social media platforms with BARE International.

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