In today’s digital world of ecommerce and social media, speaking to a human is a luxury.
According to AdWeek, the number of monthly active users on Facebook surpassed 1.5 billion, Instagram with 400 million and Twitter in third with a cool 320 million. But it doesn’t end with these platforms. We must also consider third-party websites where the product is sold, such as Walmart or Amazon, as well as blogger reviews and forums.
With the number of active users and websites growing every day and playing a larger role in daily life (i.e. ad consumption, online shopping, blogging etc.), it comes as no surprise that customers are taking to these platforms to share, tweet and like product posts, just as they would their friends’ statuses and unlike a call center with scheduled hours of operation, social media is not confined to any timeframe, it is 24/7 and is consistently updated with new content.
On these social platforms, customers are sharing valuable information that may go unnoticed otherwise. They are giving suggestions, sharing personal stories and experiences, asking questions and looking for resolution.
From a marketing standpoint, these customer insights are extremely valuable because they give direct insight into the wants and needs of the consumer and can help your company to develop actionable marketing insights such as: improving FAQ’s so that they read more clearly, fixing a manufacturing issue, creating how to videos that target a question that is constantly asked and overall, creating a voice on social media.
In a day and age where speaking to a live person is a luxury, consumers just want to be heard, and by acknowledging the concerns and questions of your consumers on a more personal level, you can develop a better overall product and a stronger trust in your company by your target demographic.
Contributor: Morgan Duda, Marketing Coordinator at Marketing Maven