In the modern digital world that is characterized by speed and innovation, literally social listening feedback cycles simply leaves you with a straightforward chance to learn through listening to the discussions your audience is engaged in. The approach outlined can accelerate how you enhance the content you develop and assist you to develop a trust in your brand. Your audiences do talk and when you fail to respond to them, you miss an excellent opportunity besides risking disappointing your audiences. Listening, categorizing, acting and looping back is basically the way.
Set up listening channels.
The first step is to think carefully about which platforms and audience mentions will have the greatest impact on your organization and customer experience. Choose the tools that will either help you check the comments and tags or manually sift through them on a regular basis. To help you understand the different types of feedback that are coming, design simple folders or labels where you can sort them into sentiment, questions, and fresh ideas. Allocate time basically every week for checking these new thoughts and feelings, so nothing will simply slip through the cracks. Identify keywords or themes that the audience is talking about and those that matter to your brand.
Categorize feedback types
Right after you begin gathering audience feedback, it is only natural that you further segregate it systematically. Ensure that you incorporate the habit of tagging the messages as either praise, complaint, suggestion, or question hence will be aware of what exactly to do next. Social media and review sites get too many common subjects that received special attention, and hence being informed of how frequent certain subjects are discussed will enable you to know how to prioritize. Connect the feedback with certain locations, e.g. product details, marketing messages, customer experience or support issues. Do not miss out on urgent comments and long-term trends, and keep all your tagged feedback stored neatly in one shared document or folder.
Feed feedback into the product or service.
Do not limit yourself to just creating content with the feedback when you can drastically improve the products or services as well. The first action should be to bring the relevant feedback immediately to the attention of your product or service teams. Report patterns that emerge and have the potential to impact the product roadmap or features down the road. Any small adaptation or alteration should be tested in a sample audience before launching it into a major launch that would prove to be a failure. Any of the changes which occur as a result of listening to your audience ought to be written down and be published or even to members of your staff and you ought to monitor related metrics so that you can evaluate how such changes impact the satisfaction of your audience.
Measure loop health and value
Your audience feedback system will not be complete without structure, and you must take time to establish a way to monitor its quality and value. Set a goal to track the number of ideas that have been generated, the number that have been implemented, and what has been completed each week, so as to stay on top of the process. Make sure you keep track of how your audience tends to engage with content that was produced using their feedback. Trends in customer sentiment, like a shift from confusion to appreciation, can be your most accurate measure of the efficacy of your cycle, and a quantitative comparison can give you a clearer picture of the issue. Creating simple metrics that can prompt your evaluation or small adjustments to your strategy will keep you agile and adaptable.
Automate what you can, with care.
The period of social learning does not have to be difficult or time-consuming, especially when you can automate frequent tasks and make meaningful inputs. Program alerts for the keywords, brand mentions, and posts of your competitors so that you are always in the know and engaged. You can use saved searches or filters to arrange similar feedback in categories. Such steps save you a lot of time and effort, but you must be consistent with a human review to ensure the tone and message remain personal and sensitive. Committing to a strict monthly review of your automated protocols will keep your system relevant and responsive.
Conclusion
To make the most out of audience feedback, start with listening, categorizing, action, and follow-up. A solid start would be to set one alert, tag five comments, and make follow-up replies to two people, as this would instill a sense of routine and responsiveness. Finally, consider conducting a feedback audit in the coming month and documenting all of the subtle changes that will follow your efforts.
SOURCES
https://mention.com/en/blog/socia-listening-for-business-growth/
https://www.forsta.com/blog/harnessing-the-power-of-social-listening/
https://www.qualtrics.com/experience-management/customer/social-media-feedback/
