Just a fifth of Australian financial services businesses are measuring customer sentiment on social media, according to a social media management software provider, despite more than two-thirds using it primarily for customer service.
Hootsuite’s 2018 Social Business Report indicates that social media has become increasingly important for 80 per cent of financial services businesses over the last two years, with 70 per cent expressing that they use it predominantly for customer service.
The study further found that 81 per cent of leaders in the financial services industry believe social media has a positive impact on brand perception and trust.
https://www.theadviser.com.au/breaking-news/38050-industry-falling-behind-on-measuring-customer-sentiment/
Social media channels such as Facebook, Twitter and Instagram have had a dramatic impact on the current business environment. Brands no longer have the luxury of controlling what they want potential customers to see or read about them as social media has empowered consumers to generate content which could affect the public perception of a brand, it has also given these consumers access to a global audience. This has facilitated a power shift from businesses to the consumer.
Social media has amplified the voice of the customers who can now share their pleasure or displeasure with millions of people all over the world. Although the power tilt is mostly in the favour of the customers, businesses can still capitalize on social media to improve their brand image & trustworthiness, engage with customers, support them and access valuable feedback. In this post, I will share 5 ways businesses can ensure their brands always project a positive image on social media.
http://customerthink.com/5-ways-to-ensure-a-positive-brand-perception-on-social-media/
“We really need to listen to the voice of the customer.”
If you’ve never heard this phrase before, then you either walk around with your headphones in all day or you’ve never worked at a startup. 89 percent of companies are using customer experience as a way to differentiate and compete.
If 9 in 10 companies are investing in voice of customer (VoC), isn’t it about time you did, too?
https://surveyanyplace.com/brand-perception-survey-questions/
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