Social media has outgrown the days where it enabled users to upload profiles and make friends over the internet. Today, social media has become a game-changer for businesses and brands.
Digitization has not only revolutionized shopping experiences for customers but also has changed the ways how customers communicate with, and about brands.
Social media has become the key platform to discuss about product/service for customers in the modern day. Meanwhile, social media listening helps businesses monitor, analyze and engage with customers in real-time.
How social media listening is enabling brands to build trust
Trust is not a one-day activity. Buying a product doesn’t mean that a customer trusts a particular brand. Trust is built when there is open communication between two parties. In case of customers and brands, the former looks forward to being cared for and the latter to understand customer needs.
Here’s how social media listening can help brands build trust with their customers
#1. Give prompt response
Customers invariably look forward to being heard and await a prompt response. Besides, customers are tired waiting over calls to log in their issues or talk to the customer care representatives today. Rather, they have started sharing their problems or experiences with product/service across social media. Keeping a check of these messages in social media helps brands understand customer’s concerns and experience clearly and deliver a prompt response.
#2. Personalized approach
While the present strategies are customer-centric, the future is personalized.
People’s need varies over time. Irrelevant advertisements can reduce the customer’s interest also affecting the trust factor. Social media listening helps understand every individual’s story to formulate personalized campaigns or marketing explicit to personas.
The toughest part for brands is to accept the true picture of what their customer actually thinks about their brand. Transparency may be bitter but can be a better solution for the long-term. The more brands embrace their customer’s opinions the stronger the trust will grow.
#4. Identify and categorize your brand’s early adopters and laggards
To reach out to customers effectively, it is essential to identify and categorize your customers. As social media has become a platform of product/service reviews in recent years, analyzing customer reviews and ratings, help you identify and categorize your brand’s early adopters and laggards.
#5. Make customer engagement easy and fun
Customers look for simple and fun content that they can relate to in daily life. Talking too much about your brand’s value and accomplishment may lessen your customer’s interest in your brand. Hence content creation should focus on customer queries to improve customer engagement in a natural way.
#6. Communicate on customer’s requirement
Today customers shop online as well as offline. But they are not comfortable in doing repetitive shopping or buying something that doesn’t fit their requirements. Also, customers today do their fair share of research about a product/service to make their final call. Hence, understanding their queries will help you create appropriate content to educate, instruct and discuss about products/services – laying the foundation for open communication.
#7. Reduced advertisement, grow authenticity
The more you advertise, the more it affects your customer’s trust in your brand.
Increasing your social media presence inadvertently reduces the need to advertise. Further open engagement in social media also brings great accountability to brands to ensure the authenticity of products/services.
Build your brand’s trust through social media, as it has become an essential tool for businesses and brands to engage with customers in today’s digital social sphere. Henceforth businesses may not worry about being largescale or small scale, rather harness social media to influence, engage and build trust with their customers.
SGA Digital Marketing Team