Dealing with positive and negative social comments

Dealing with positive and negative social comments

Social media has the benefit of being available 24/7 and that means your business is now 24/7. Whether you like it or not, feedback and share comments can occur at ALL hours of the day. This problem is amplified if your business/product has a social media account on Facebook, Twitter, YouTube and Pinterest etc. In that case, your business is exposed to an entire planet of opinion. Having a comments section can provide a number of benefits, but with it can come potentially a huge headache for a business owner. Believe it or not many businesses have been brought to their knees after a barrage of negative feedback, broken down/shut down as a result of a huge number of negative comments by their consumers.   To help you deal with feedback you may find some guidance from these points: Improve your products and services By taking the time to read your customers' feedback, you’ll better understand what people like and dislike about your organization. Getting positive and happy comments? That’s great, keep it...
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What is Social Media Listening?

What is Social Media Listening?

Wouldn't you want to know what your customers, and indeed your potential customers are saying about your product or business? You would be silly not to want to know! Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand on the Internet. As we know, there is a massive amount of data on the web about brand and product reviews, feedback, service ratings and so on. We now live in a 'Eat, Leave, Review' consumer society. We exist in a world of a billion conversations every single day. Social media listening is quickly becoming an important customer intelligence tool. There are several ways to use social media to gain insight, including monitoring online customer support forums, using software tools to gather comments from social channels such as Facebook and Twitter and encouraging customers to suggest new product features and vote on their favorites. These are all great examples of gathering...
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