Staying relevant and engaging means you need to stay close to your customers; you need to really see the world as they do.
Social Media Research is the answer. It can give you rapid, but considered insights into what consumers (customers or not) are saying about your brand. Now, not in three months’ time. With insights based on thousands of social media conversations, you can:
Customer Experience
Looking at the customer experience using Social Media Research can open your eyes to a whole new world of insight. A world where consumers say what they like rather than answer survey questions.
The thousands of conversations taking place every day across social media are creating a vast amount of information about brands, markets and customers’ experiences with them.
Using first-hand conversations, Social Media Research can create insights from this which will give you a unique view into the real customer experience.
- What is it you do that they love and why?
- Could you be undermining your brand without knowing it?
- What’s the effect of your customer service strategy on loyalty?
- How is the quality of your sales and customer service affecting loyalty and perception?
We can help you take a considered approach to understanding this type of customer feedback and give you the insights you need to help your business.
Moments of Truth
Social Media Research lets you see what consumers see when they find out about you online. Helping you understand how it influences what they buy, and why.
“Whether we’re shopping for corn flakes, concert tickets or a honeymoon in Paris, the Internet has changed how we decide what to buy. At Google we call this online decision-making moment the Zero Moment of Truth”
It’s now so easy to go online to find reviews, videos and all manner of discussions about the products and services we’re interested in. Google found that the average consumer uses over 10 different sources of online information before making a decision. This is having a huge impact on how we buy.
By tapping into thousands of conversations about your brand and the market, we can help you see what consumers see.
- What are consumers really looking for?
- What’s turning people away from you?
- Go beyond simple ratings, what are people saying?
You can read more about our thoughts on ZMOT over at our guest blog at Econsultancy.
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Content & Communications
Develop a content strategy that speaks directly to your audience with Social Media Research.
- Understand how to reach new audiences.
- Develop powerful messaging frameworks.
- Monitor how conversations change over time.
- Assess and fine tune your content strategy.
Case study: Click here to find about how we helped Microsoft optimise its Cloud Computing content strategy.
Campaign Testing
Whether it’s on- or off-line; TV, Radio or print; Social Media Research can help you understand how your different campaigns are performing.
- Get a new perspective on traditional pre-post testing.
- Understand which campaigns resonate most with your target audience and why.
- Track how well messages cross media, from owned and paid to earned.
- See campaign wear-out as it happens.
