BRIDGEPORT, Connecticut, June 6, 2012 /PRNewswire/ --
Establishing an authentic and engaging voice in social media is critical for almost every organization these days. However, with new social channels popping up all the time, it can be difficult for brands to understand what social platforms are relevant to its customers and the best way to approach them, according to QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM.
With so many new ways for customers to share their experiences, the Voice of the Customer is gaining momentum at the expense of the enterprise and will soon be more powerful than any single brand's voice. As a result, organizations need to spend more time engaging with customers on social channels and less time amplifying. To help brands get the most out of social channels, QuestBack has the following five tips:
Go where your customers go - identify and use social media platforms that are relevant to your customers. Whether it's Twitter, Facebook, Pinterest, Instagram or elsewhere, people want to interact in environments where they feel comfortable.
Strike the right balance - provide content that is relevant to your target audience on a consistent basis. Evaluate what social channels your brand is using and how often new content is posted - if you are posting less than three times a week consider the importance of this channel to your brand and whether your efforts would be better spent cultivating another channel.
Maintain regular engagement - the number of fans or followers a brand possesses is no longer the social media benchmark for success. Customers want to see more than the latest press release or company blog post. Engage with your communities and demonstrate genuine interest in their feedback.
Find your brand evangelists - enthusiastic and influential customers are among the most valuable and can become highly credible in not only promoting your brand, but understanding of how it is perceived by the public. Nourishing this community through engagement can lead to stronger customer relationships and lead to successful launches in the marketplace.
Around the world in 80 tweets - if you are targeting a global audience leverage your employee knowledge to provide localized content that will resonate with local audiences.
To help brands gain insight from customer experiences, QuestBack has developed a suite of leading feedback and dialogue solutions. QuestBack can also help brands build quantitative and qualitative insights to help understand customers and market segments, as well as activate consumers to help shape new products and marketing campaigns.
For additional information, check out this QuestBack webinar about Social CRM and how organizations can gain real insight into the audiences they are engaging with through social media channels.
QuestBack is a global leader in enterprise feedback management, customer experience management, Social CRM, and market research solutions. The company's SaaS-based feedback and dialogue solutions enable organizations to gain actionable insights and build stronger relationships with customers and employees. More than 5,000 global customers - including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch - rely on QuestBack to increase customer and employee satisfaction through real-time feedback. Founded in 2000, QuestBack is headquartered in Oslo, Norway and privately held with 19 offices worldwide.
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