8 Tips for Social Business Part 3
Listen & Learn
Written by Evan LePage. Originally posted on HootSource.
There’s no question. People are talking about your organization. And if by chance they’re not, then they’re talking about your competitors and starting a conversation you’ll have trouble being a part of. Don’t let your organization get left behind. Amazon founder, Jeff Bezos once described your brand as, “what people say about you when you’re not in the room.” Today, not only do you have an opportunity to be in the room but to take an active role in the conversation itself.
Gather your feedback. There are some interesting disconnects between consumers’ and businesses’ perceptions on why people engage with organizations via social media. 73 percent of businesses feel consumers want to learn about new products while only 51 percent of consumers give that as a reason. 61 percent of businesses think consumers want to be part of a community. Only 22 percent of consumers support that thought while 61 and 55 percent of consumers want discounts and to purchase something respectively. Better monitoring, listening and analysis of conversation and feedback could lead to programs across departments from advertising to customer service, HR or sales to close these gaps and build more empathetic, customer-centric relationships.