The Importance of Tracking Social Sentiment: How Do People Really Feel about Your Business?
Gauging the reaction of your followers and fans on Facebook and other forms of social media is crucial to your success. After all, part of accepting feedback involves knowing what your audience is saying in the first place. Here is a look at why social sentiment is so important.
Gives You More Insight
Marketing is one great way to help grow your company and show off what you have to offer your customers. But you need to know if it is working, and if it isn’t working, the reasons why. By tracking social sentiment, you gain more insight into how well-received your products and services really are. Negative reactions can prompt you to pull products or end a service or change up the message you want to send. Plus it can help you fine tune the message you want to convey so you can improve the customer’s experience.
Improves Customer Service Potential
Anyone who works in the customer service and support departments needs to stay on top of social sentiment. That’s why creating a thriving social media presence is vital to your success: the old methods can still work, but considering the power of the Internet, you can get in touch with customers and communicate with them more effectively, especially since phone calls and in-person meetings might not be practical or convenient given everyone’s busy lives and schedules. Hotels, restaurants, and other businesses that receive online ratings and scores from customers need to stay aware of what everyone is saying and remain ready to respond to complaints or even praise.
Helps Build Your Brand
Social sentiment also helps you build your brand. By turning a bad experience into a good one, you can gain a customer and get more buzz and word of mouth – again, social media can be a huge difference maker! Look at the social sentiment surrounding your rivals and competitors – do something that they aren’t and you can make your brand look more impressive than before. Consider the tone and voice of your posts – do they fit your image? Are they appropriate without being boring? These are important questions to consider as you continue to improve your social media game.
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