How can you avoid the risks of using social media as feedback for Customer Experience?

1 Monitor and respond

One of the biggest risks of using social media as feedback for CX is ignoring or neglecting the comments, reviews, and messages that your customers post. This can make them feel frustrated, unheard, and disloyal. To avoid this, you need to monitor and respond to your social media feedback regularly and promptly. Use tools like Hootsuite or Sprout Social to track and manage your social media interactions. Acknowledge your customers' feedback, thank them for their input, and address their issues or concerns. Show them that you care and that you value their opinions.

4 Act and follow up

A final risk of using social media as feedback for CX is failing or delaying to act on the feedback that your customers give. This can make them feel ignored, disappointed, and dissatisfied. To avoid this, you need to act and follow up on your social media feedback promptly and effectively. Use tools like Trello or Asana to organize and prioritize your feedback actions. Use tools like Mailchimp or Constant Contact to send personalized and relevant emails to your customers. Use tools like Zendesk or Freshdesk to provide support and resolution to your customers. Show your customers that you are committed and that you are delivering on your promises.

Social media can be a great way to collect and use feedback for CX improvement, but it also comes with some risks that you need to avoid. By following these tips, you can use social media as a feedback channel that enhances your CX and your brand reputation.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?