Feedback on Social Media? Does that really matter?
Unlike what many people may think, social media feedback is a major channel through which businesses and organizations get feedback regarding their services, products, customer service, and more. In fact, customer interaction lies at the core of social media engagement which is undertaken by businesses.
Since a big portion of customer feedback that is received through social media revolves around their products, business owners often find themselves thinking — how valid is social media feedback? Is it valid enough to consider making changes to your product? These are difficult questions with complicated answers. Let’s have a look at that.
#1 What’s the source?
The skepticism revolving around the validity of social media feedback stems from the fact that we don’t really know who the source of the feedback is. Let’s say a social media user drops a message to your social media account with a suggested change in one of your products. It is often not very easy to know if that person has ever bought that product, or even if they’re a customer.
But here’s the thing — you don’t have to blindly follow any feedback you receive. The first step to take is to evaluate the feedback with your product in reference. Find out for yourself if the feedback makes sense, and how on point it is.
#2 You don’t have to always wait for feedback.
It is quite easy to take the absence of feedback for granted. No feedback makes a business think there’s no issue with their product — and that might just be true. But every businessperson recognizes that feedback is not just a thing that their PR department handles, it is one of the most essential components necessary to run a successful business.
If you’re not getting feedback readily, encourage your customers to give it. Feedback helps the business more than the customer. Several social media platforms let you put up free polls and surveys with which your followers can interact. Receiving feedback will help your business maintain what is liked in a product, and alter what isn’t.
#3 Social media feedback helps you understand your product better.
Monitoring conversations about present products can help you come up with new design ideas along with new product development ideas. Customers venting their grievances on social media is commonplace, and it could be one of the most fertile grounds for new product creation ideas. By combining conversation types and sentiment analysis, frequent flaws with the existing product can be easily identified.
Once you’ve identified recurring themes, you can go further into each one to gain a better understanding of the problem. To gain a better grasp of brand perceptions, look for often repeated product and brand linkages.
What can we learn from this?
Social media feedback comprises a major part of all feedback a business may receive. Due to the interactive nature of social media platforms and the ability they provide to enable two-way conversations between clients and businesses, social media feedback becomes highly valid every day.
Businesses stand to learn a lot more about how customers view their brand, how they feel about their products, and actually gain a deeper insight into their own products.
Need help in understanding your Social Media follower base?
We are Koloursyncc, a marketing & advertising agency, and we can help you. Being highly experienced with social media marketing & management, we understand how consumer behavior operates. The insights we gain from studying patterns and responses are put into use by recognizing and suggesting changes that’ll help you grow. For more information, reach out to us at hello@koloursync.com or visit our website.
