What to Do With Feedback from Social Media

Social listening strategy in place? Check. Responding to comments and messages in a timely manner? Check.

At this point, you’ve mastered monitoring conversations surrounding your brand on social media, and have seen and heard it all. Now the question is what do you do with all that feedback that you’ve collected? Before you respond, ask yourself these key questions:

1. Who is the person talking?
2. What are they trying to say and to whom?
3. What stage in the sales cycle are they in?
4. What platform are they using to communicate?
5. What are their motives?
6. How can I respond in a genuine way and add value?
7. How can I use this data to improve my strategy?

When reading through the conversation, the key is to think how you should respond – not as a marketer, but an old friend offering advice. Even the most basic conversation can bring valuable insight to your team, so remember to keep a log of feedback, so it can be used by your marketing team in the future.