Customer satisfaction can be observed and measured in a number of ways, some more obvious than others.
BARE International allows you to see your business through your customers’ eyes through exit interviews – gathering opinions from customers while their experience is still top of mind – real-time interactions – giving you daily access to quantitative or qualitative feedback during mystery shops while a consumer experience is actually happening – and online satisfaction surveys – providing valuable insight into any area of operations and can be especially useful as a marketing tool for new promotional items and concept modifications. But when it comes to social media scanning, there’s a whole lot more to learn about the experience your customer is not-so-secretly reporting on…
Did you know that over 1 million people view tweets about customer service every week and roughly 80% of those tweets are negative or critical in nature? It’s time to monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate.
While direct customer feedback is a key part of BARE International’s research methodology, social media scans provide a valuable piece of BARE’s 360-degree approach to measuring customer perception and satisfaction. Data extraction from social media is an extremely efficient tool for observing what consumers think about a company and its products or services, as it does not require the explicit solicitation of customer impressions.
According to Bain & Co., when companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. Don’t be blind to the power of social media and the commitment from your customers.
This holiday season we’re offering a complimentary evaluation of your business, fill out the slide-in form on any of the service pages to receive this limited offer, or simply contact us today. We look forward to hearing from you.