While it was continually being broadcasted that today’s consumers spend more than 8 hours on digital content, many businesses today still settle on the half-truths of self-promotion. Truly, there is some sort of dissonance between marketers and businesses as solidifying relationship with one’s customers is still as arduous and discombobulating.
Simply put, many businesses do not “talk” to their customers. Many failed (and are continually failing) to learn from their audience, more so listen to them at their level. There are some however, who have learned to leverage actual feedback from consumers—and these are some of the important points they shared:
1. Learn where your customers thrive. Where do they spend time online? What and who are they following on Facebook, Instagram, Twitter, and other social media platforms? What products and services appeal to them? What posts and other content pique their interest or keep them interested? Starting a conversation with your own audience and seek out these information. The more you learn about customer intricacies, the more effective engagements will be.
2. Engage in active listening. Often, the best conversations start when you engage customers to tell you their thoughts and views. Put yourself in their shoes, would you not feel important when a company asks for your inputs? Let your on-boarding initiative be customer-centric. The moment you open your ears to their concerns and views, the more you can make them work to your business’ advantage.
3. Ask customers the reason for either liking or disliking your product, service or brand. Real insights always come from real-time feedback, from real people buying your brand. Talk to them directly and infuse the reasons behind their actions. Through that, you can gain more traction on your social media growth strategy.
4. Know what your customer needs. Even with good intentions in mind, what your own perception of what the customer needs may actually be not aligned with their views. So, consider asking them what specific improvements and other quirkiness they need. When you put those commendable points, you can immediately turn customers into brand ambassadors.
5. Engage your customers. Crowd-sourcing is the trend these days. So are the use of beta testing, round-table live discussions, hashtag conversation, and hangouts. Involve them in the process. Valuing your customers’ thoughts and opinions, particularly when crafting new products or business solutions, often boomerang in a positive way.
6. Learn your audience’s lingo. Sometimes, we get so caught up in our own industry’s jargon forgetting the fact that our customers may actually have their own language. Pay close attention to that. Often, miscommunication can put your brand-building efforts on digital media astray leading to its failure.
7. Don’t forget to give thanks to those who continually embrace your brand. Sincerity is a powerful thing. When they do not, it is also essential to ask the reason behind. Be open-minded and accept both positive and negative criticisms. In both instances, always show gratitude as both encourage growth to your brand.
Customers are, indeed, shaping up the minutiae of brand-building. Talk to your customers in a language they can understand. Dissect what they deep down need. Connect with them and be sincere at that. In doing so, you can finally strengthen your social brand and make big with your goals in mind.
