Eavesdrop on your customers through social media
August 23, 2010
Filed under Dealer Consultants
In Karin Gelschus’ Aug. 3 blog discussing Social Networking Shortcuts, these programs are not only good for making posts, but to monitor what is being said about you, your staff and your facility.
You should be continuously monitoring who’s making posts to your sites and seeing what they’re posting on their pages, blogs and sites. Some of the programs such as HootSuite and TweetDeck allow you to do this. Some of the sites will even provide you with Web statistics on your accounts. However, these programs do not allow you to see what is being said about you on different pages other than your pages or if someone has tagged you.
This is where Kurrently (http://www.kurrently.com) comes in. This site only monitors and pulls information from Twitter and Facebook. The best thing is that the information does not need to be on your specific pages or mentions for you to view the valuable information. This is a great tool to help you address customer concerns, award people for following you on Twitter and your Facebook fan page and get instant feed back on anything from new models that your OEMs have launched to new products and services available in the market. Just type in a specific key term and see what everyone is saying about the specific topic whether they are a Facebook friend or are following you on Twitter.
As social media continues to grow, so does the development of new platforms such as FourSquare (http://foursquare.com). If you are not familiar with this program, you need to be. This program allows your customers to tell their friends where they are at, where they have been and then make comments and recommendations about specific locations. When someone checks into a specific location the most, they become “the mayor.” This means two things: They’re talking about your business to others and they’re more than likely a good customer who needs to be rewarded.
Make sure you create an account for your business and start tracking who is visiting your store and when. This is a great tool to reward people who are talking about your business and encourage people to visit. Create challenges and reward people for checking in and promoting your business.