Whether you like it or not, people are talking about you. As a business, you are constantly interacting with people that will have something to say about their experience with you – positive or negative.
The beauty about this day and age is that you can listen in on those conversations. By paying attention to what people are saying, you can:
- mitigate potentially damaging critiques
- contribute to conversations and demonstrate that you care about customer experiences
- identify and address problems within your business/customer experience
- build a more loyal following
So how exactly do you listen in? Well, in all honesty, it depends on how involved you want to get. Below you’ll find a few different levels of involvement: