Wade through the Digital Noise
Your customers have a voice, and they want you to hear it. Unfortunately, in the digital age we live in, customer stories can get lost in the deluge of social media unless organizations are properly equipped and prepared to listen.
Based on an article originally published on MyCustomer.com, we’ve put together five great ways your organization can develop a successful social listening program and start hearing the voice of your customers.
The 5 Keys of Successful Social Listening Programs
1. Come Up with a Strategy
A successful social listening program requires strategy and process. For example, don’t immediately give the job to young team members because of their perceived expertise with social media. Cater to all of your customers and ensure your organization harnesses customer interactions as an opportunity to build strong relationships. Before your organization can even begin to think about having an effective social listening program, it needs to have a plan in place. Success doesn’t happen on accident.
2. Define Your Strategy
When defining your organization’s social listening program, be sure to target all of your customers—not just the younger demographic. Your customers use social media in different ways, and your organization needs to make sure it’s tuned in to the specific social channels where customers are talking about your brand.
For most organizations, social listening programs require the ability to monitor and analyze unstructured customer feedback. Equipping your program with advanced text analytics tools should be an essential part of your brand’s social listening strategy.
3. Listen to Your Customers
It may surprise you to learn that the most valuable insights come from your customers. If that didn’t blow your mind, this will: Listening to your customers is a key component to a great social listening strategy. For organizations with large followings, create individual engagement strategies. Creating social customer advisory committees can also be an effective way of building relationships and uncovering valuable customer insights.
4. Identify Your CX Goals
Effective social listening programs provide information that can improve just about every area of the business, from new product ideas and escalating trends to upcoming competitors and shifts in customer attitudes. Identify what your organization wants to accomplish with its social listening program and shape your program around those goals.
5. Measure Your CX Efforts
Organizations often don’t identify what they want to accomplish with their social listening programs, which means they can’t measure or determine whether their efforts are successful. Determine the purpose of your brand’s social listening program and measure your customer experience (CX) accordingly.
Execution. Execution. Execution.
We’ve provided you with five keys to creating a successful social listening program, but the greatest strategy in the world won’t matter if the plan isn’t executed properly. Share your social listening strategy with your entire organization and make sure that each employee—from C-level to front line—is on board with the plan.