Acknowledging consumer feedback on social platforms can help brands close the communication loop

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 21, 2020, 1:51 PM UTC

Brands should be transparent and modest on social networks to turn negative feedback into positive dialogues.

Giving importance to feedback on social media can help brands effectively address their consumers’ problems and close the communication loop. This article recommends businesses should show audiences how their opinions have shaped and influenced certain products and decisions in the company.

Organisations can improve brand reputation and enhance customer experiences by leveraging social listening tools to address negative comments. Addressing negative feedback on social media platforms and other channels can help brands enhance customer marketing.

Marketers should analyse their audience data to understand consumers and create relatable brand voice as well as highlight noteworthy user-generated content. The author suggests that analysing competitor’s social strategies can further provide brands with opportunities to foster better relationships with their audiences.

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