Photo by Andrea Piacquadio
Social media has become an essential tool for businesses of all sizes. It provides a platform for companies to connect with their customers, promote their products and services, and build relationships.
However, simply posting updates and focusing on social media marketing isn't enough to ensure success. You also need to engage with your audience and pay attention to customer feedback on social media.
Customer feedback can be an invaluable source of information, providing insights into what people like and don't like
Customer feedback can be an invaluable source of information, providing insights into what people like and don't like about your product or service.
But how can you turn this feedback into great social media posts? Keep reading for some tips on how to do just that.
What Are the Most Common Review Platforms?
Before we dive into how to turn customer feedback into great social media posts, let's briefly touch on the most common review platforms.
Here are a few popular options:
Google Business Profile: When customers look up a business, Google shows a knowledge panel that includes all the business’s details and reviews. Read on why Google Business Profile is probably the most important review platform for any business.
Yelp: Customers rate the listed businesses on a five-star scale on this review site.
TripAdvisor: Customers use TripAdvisor to share reviews and opinions about hotels, vacation rentals, restaurants, and experiences around the world.
Facebook: In addition to being a social media platform, Facebook also allows customers to leave reviews for businesses. These reviews appear on the business's profile page and can be seen by anyone who visits the page, as long as they're shared publicly.
Trustpilot: This platform allows customers to share their experiences with services and products.
Business Website: Most customers also leave reviews on the business's website. They can leave reviews on your product pages or in a dedicated "Reviews" section.
How to Turn Customer Feedback Into Great Social Media Posts
After gathering customer feedback on various platforms, it's time to start incorporating it into your social media content. Here is how to get started with a few examples:
1. Include Only a Snippet of the Customer Feedback
Photo by Slack on Facebook
Slack is an example of a brand that does just that.
When sharing customer feedback on social media, you should keep it short instead of sharing the entire review. A great way to do this is by highlighting a specific sentence or two that best sums up the customer's experience.
You can also use the sentence as an attention-grabbing headline for your social media post. Then you add a link to the full review so people can read it if they’re interested.
2. Incorporate Visuals Into Your Posts
Photo by Soylent on Facebook
Soylent has implemented this tip nicely by including a video of a customer’s reviews on Facebook.
Visuals are more likely to engage people than plain text, so it's a good idea to incorporate them into your social media posts whenever possible.
When it comes to visuals, videos work the best when sharing customer feedback
You can use visuals such as images and carousels (multi-image posting), but videos work best when sharing customer feedback. For example, if you own a hotel, you could post a photo of the hotel with a short review from a satisfied customer.
You can also share a screenshot of the customer's review on social media. This is a great way to show people that the feedback is authentic and came from a real person.
3. Feature Your Response to Reviews
Photo by Shalinee Ghosh on Twitter
Nike is doing just that, as seen in their reply above.
When you receive negative customer social media feedback, it's important to respond in a way that is helpful and satisfying to the customer. But don't stop there—you should also share your response on social media.
This shows your audience that you're committed to providing excellent customer service. It also shows that you're willing to take responsibility for any problems that may arise.
4. Repost Your Customers' Feedback
Photo by Gab Castro on Twitter
Here’s an example of how Starbucks is implementing this tip.
Implementing this tip requires monitoring your social media platforms to find positive customer feedback. Once you find these comments, you can repost them on the same social media platform to ensure more people see them.
For instance, if the comment is on Twitter, you can simply retweet it. If it’s on Facebook or Instagram, you can repost it as your own, with permission from the user.
5. Express Gratitude for Customer Feedback
Photo by Slop Bandit o Twitter
A great example is Charmin above expressing gratitude to one of its customers for their feedback.
Encourage your customers to leave feedback by showing them some love!
Do you also want to encourage your customers to leave feedback? Show them some love! Whenever you receive customer feedback—positive or negative—make sure to express your gratitude.
The best approach is to create a social media post thanking your customers for taking the time to provide feedback. This lets your customers know that you're listening and appreciate their input.
6. Conduct a Poll and Post the Results
Photo by Dell on LinkedIn
This is an awesome example of how Dell has done it.
Conducting a poll is a great way to engage your social media followers and get them talking about your brand. The poll can be about anything related to your business, such as a new product you're considering launching or products you're considering bringing back.
Once you've conducted the poll, share the results on social media. This is a great way to show your audience that you're always looking for ways to improve their experience. Plus, it can generate some excitement around your brand.
💡 Use a Scheduling Tool to Automate Your Feedback-Based Posts
Your social media strategy would be incomplete without incorporating customer feedback. Social media scheduling will help create feedback-based posts frequently that your followers will love.