Social media has given your customers the power to talk about your brand online. They're highlighting the strengths and weaknesses of your products and commenting about your brand or business online.
Some of your customers will have even become influencers - a trusted source of opinion and recommendation. These influencers often operate in networks outside your control, but with the right engagement they can become advocates of your brand.
The most powerful way to use social media for customer insight is to engage a group of customers in your own online research community. It's like having a permanent online advisory panel – a group that naturally interacts with you and your organisation on a regular basis.
Online communities offer a research resource that's full of in-depth insights about your brand, your customers and their opinions.
You can forget months of painstaking research that’s out of date by the time it’s presented to you. Online communities open up a world where you can access up-to-the-second, detailed information on your customers whenever you need it.
Find out how Vitabiotics use social media to learn more about their customers.
How much do you really know about your customers?
In order for your business to grow, it’s vital that you understand your customers inside and out. Social media monitoring can help you learn more about your customers by tracking what they are saying and where they are saying it.
By using social media monitoring tools you can also track what's being said about your competitors, measure how your brand is being perceived online and identify influencers, advocates and detractors of your brand.
