If you have a good social media process, you probably regularly (hopefully daily!) check out what customers post about you on your sites. You may know what they like and don’t like, and if you’ve thought about it, you may also have solid processes in place in order to counteract any negative (and potentially viral) comments.
But what about the things that your customers talk about when they’re not on your sites? What are they looking at and what are they saying? What interests them (and what doesn’t) and how can you take that knowledge and use it to create a more cohesive, more loyal community of customers?
That’s part of the process that’s known as customer listening. Many businesses mistakenly assume it’s the first part—just figuring out what people say while they’re talking about your company—but it’s much more than that. Here are some more tips on how to become a better customer listener.
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