With the use of new technology and social media tools, businesses are able to understand their customers’ needs and wants in ways never before possible. Fortunately for internet marketers, we have amazing technologies and tools at the tip of our fingers that allow us to listen and respond to customers on a whole new level. Gone are the days of mass impersonal messaging in advertising and marketing. These days, there are new ways to engage in conversation with your audience and get the feedback you need. With these results, we have the power to give consumers not only exactly what they want, but how and when they want it.
How can you find out what consumers want?
Social Media Sites
Social media is completely revolutionizing the way businesses interact with their customers. Stored information from Facebook, Twitter, Foursquare and other networking sites can show us what brands people like. With this data, companies can now listen and respond to what it is people really want.
For example, Carnival Cruise Lines does a great job at listening to what people are saying. Their team monitors Twitter and Facebook for any mentions of their brand using the platform Tweetdeck. Social Media Manager from Carnival Cruise Lines Eric Schechter states, “We not only listen to the good, but also to the bad, correcting any customer service or providing service recovery if possible. We take into consideration what people write on our Facebook page and use these suggestions and comments to improve our cruise ships, guest experiences, etc. Social Media builds trust by being able to directly engage in conversation with the people who build and make our brand what it is.”
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