Introduction
In today’s world, where social media and the internet have become integral parts of our lives, using technologies such as Twitter, Instagram, TikTok, and other social media apps can be extremely helpful in understanding the customer’s voice. These platforms provide a wealth of customer behavior and preferences data that can be used to better understand their needs and expectations.
Social Trend Analysis
Social media monitoring is one way to leverage these technologies to gain insights into the voice of the customer. Companies can track mentions of their brand, products, or services on social media platforms and analyze customer feedback. This allows you to assess which aspects of a product or service customers value most and what problems or shortcomings they may experience. For example, suppose a company sees many customers complaining about a particular aspect of a product in their social media posts (Chen, Riantama & Chen, 2020). In that case, they can improve that aspect and satisfy customers.
Data Analysis
One more way is to analyze the data collected on these platforms. Social media platforms give companies access to customer data, such as their demographic information, interests, preferences, and behavior. Analyzing this data can help companies better understand their target audience and create more personalized products and services. For example, a company that has identified that most of its customers are active on Instagram and interested in fashion can use this information to create an advertising campaign that will be most attractive to those customers (Barcelos, Dantas & Sénécal, 2019).
Social Media Analysis
Another way to use these technologies to understand the voice of the customer is to create and maintain social media activity. Companies can use social media platforms to communicate with customers, respond to their questions and comments, and receive feedback. This allows companies to contact customers and understand their needs and expectations directly.
It is important to note that companies need to apply appropriate analytical tools and methods to effectively use modern technologies to understand the customer’s voice. For example, machine learning and artificial intelligence algorithms can help companies automatically analyze large amounts of social media data and identify trends and patterns in customer behavior.
Conclusion
In conclusion, modern technologies such as the Internet, Twitter, Instagram, TikTok, and other social media applications provide companies with unique opportunities to understand the voice of the customer. Social media monitoring, data analysis, and social media activity can help companies gain valuable knowledge about their target audience, needs, and expectations. This allows companies to better adapt to customer needs and offer more personalized products and services.
References
Barcelos, R. H., Dantas, D. C., & Sénécal, S. (2019). The tone of voice of tourism brands on social media: Does it matter?. Tourism management, 74, 173-189.
Chen, W. K., Riantama, D., & Chen, L. S. (2020). Using a text mining approach to hear voices of customers from social media toward the fast-food restaurant industry. Sustainability, 13(1), 268.
Loading...
