It's no surprise that customers in California have different preferences and reactions than ones in Illinois. Social Listening Challenges for Multi-Location BrandsĬompanies with multiple locations spread across large geographic areas have the added challenge of analyzing local data across hundreds or thousands of communities.
They not only improved customer relationships, but turned the entire experience into a marketing opportunity. In 2014, after a flurry of unhappy tweets helped them recognize they'd alienated a large segment of their customers they brought back their chicken fries.įollowing this first experience, earlier this year after monitoring negative feedback concerning their chicken sandwich, the burger chain reached out to these unhappy customers and turned them around with their newest recipe. It is one of the most important tools a business has at its disposal for justifying strategic changes.Ī great example of this is Burger King's social listening strategies and it's impact on menu items. In this context, it can be defined as the process of collecting and monitoring comments, reviews and user-generated content on social networks for the purpose of improving customer experience and operations.Ī study by Clutch found that 25% of business use Social Listening to improve products, 42% to improve customer experience and over 80% to monitor customer concerns and requests. Social listening is more than responding to mentions on Twitter or reviews on Yelp. Improve the Customer Experience with Social Listening
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