Social Media’s Role In Customer Feedback

Social media is extremely important for businesses. One of the ways that it can be beneficial is by helping you get the customer feedback you are looking for. However, you do not want your requests for feedback to come across as overbearing or fake. Here are a few creative ways that to get the feedback you are looking for.

Engage Your Customers
The best thing you can do if you want to get feedback is to engage your customers. Take the time to respond to questions that are asked and get involved in discussions. This will show that you are more than just some faceless company and will make customers more likely to provide feedback.

Respond to Feedback
When someone reviews your products or services you should always take time to respond. This shows that you value what your customer says and they may be more likely to leave detailed, constructive feedback if they know someone is listening. You can also use this opportunity to make poor customer service experiences right or even just thank the customer for sharing a lovely experience. The only thing you should avoid is leaving cookie cutter responses as they show a lack of effort and care.

Encourage Customers to Share Their Experience
There is a fine line between encouraging your customers to share their experience and out right soliciting reviews. While solicitation is something you should steer clear of, there are excellent ways to encourage customers to share. Here are two easy ways to do this:

  • Share another customer’s review and then ask people to share their own story
  • Share a milestone about your company and let people know you are looking for ways to improve and that you value their feedback.

Be sure to direct customers to where they can review your company.  When you provide a link, make sure it is as direct as possible so they do not have to click through multiple pages. The easier it is, the more likely they are to do it.