Double down on customer and audience engagement

[shaownhasan]

A post on X where someone writes, "forget brooklinen, have u guys tried staten islinen" as a joke and reference to Brooklyn and Staten Island. Brooklinen was not tagged but found the post and replied, "you may be onto something here."

This is where using a social listening platform, like Sprout Social’s, is crucial. Social listening enables you to widen your net across the social space, empowering you to find relevant teacher data conversations about your keywords, product mentions and brand misspellings—even when you’re not tagged.

A screenshot of Sprout's social listening solution where messages mentioning a brand or selected keywords are shown.

Good customer engagement involves simply checking social for questions and providing answers. But stellar customer engagement means going above and beyond.

Using Chewy as an example again, they show customers they care by asking them questions and conversing in the comments.

A post on X from a person who posted a picture of their cat in response to Chewy. Chewy responds, "We're sure Merlot will warm up to the idea soon. What are their names?"

Double down on your customer care and audience engagement to foster stronger relationships, and to show your audience you care. This starts with evaluating your customer care effectiveness. Use customer service metrics like reply time, reply or response rate and sentiment analysis to understand where your customer care excels, and where it needs work.

Staying on top of your inbox to ensure you respond to comments and questions quickly is also crucial. So much so that 36% of consumers say they’ll share a negative experience with friends and family if a brand takes too long to respond, according to The 2022 Sprout Social Index™.