You may monitor your social media platforms and comments and think that means you know what people are and what they’re saying about you — and to a certain extent, you do. And if you’re smart, you’ve got a routine that regularly looks at comments and hashtags and news.
Social Media Listening
But if that’s all you do, you’re missing out on crucial pieces of your customer conversation. For example, what is your customer service department hearing? Are there certain topics that constantly reappear in the discussions, or questions that many more people ask? If so, then that’s a part of the conversation that you have to include in your customer listening.
In fact, there are a lot of layers beyond just social media that help you to converse better with your customers and to be a part of their conversations. One that’s not really talked about is taking polls! They may seem fun and easy, but they’re so much more than that. Facebook, Instagram Stories and Twitter all allow you to set up a poll as a post! Check out this graphic for some crucial insights.
(Click to enlarge.)
Via Salesforce