Social Listening and Customer Comments
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Social Listening
Social media listening is the process of monitoring and analyzing online conversations about your brand, products, or services. It can be used to identify trends, gather customer feedback, and improve your marketing strategies.
Once again, as with Social Media Data Analysis and Reporting, I will be using information from the Grow With Google Digital Marketing and e-Commerce course, not this website, as I do not have enough social media information on this site. As mentioned earlier, this course provides me with the data and tools I need to create the necessary information to showcase my acquired knowledge in digital marketing and e-commerce.
You can view the data here.
| Filter | Insights | Actions |
|---|---|---|
| Positive Mentions | Holiday coffee drink flavors, such as gingerbread, pumpkin spice, and eggnog lattes, are in high demand this season. There is a positive correlation between people interested in photography and animals. | Promote the holiday flavors, particularly the gingerbread latte. Thank people who post positive comments about these flavors. Run a giveaway for people who tag Great Grounds in a post with a photo of themselves with their coffee and pet. This will target animal and photography lovers, who are more likely to be interested in holiday coffee flavors. Share the negative feedback about the peppermint latte with stakeholders. Do not promote this drink in posts. Offer a free drink to customers who posted negative comments about this flavor. Share the complaints about the price increases with stakeholders. In order to help justify these increases, emphasize in posts that Great Grounds coffee is a premium product. Offer promotions such as “buy one get one free,” discount days/times, etc. to encourage sales. |
| Negative Mentions | The high cost of coffee was a major concern for many customers. | |
| Great Grounds Mentions | Great Grounds’ new gingerbread latte was a hit with customers, with many people posting positive comments about its taste and aroma. The peppermint latte, on the other hand, was not as popular, with some people finding it too strong or minty. Some customers were unhappy about the recent increase in Great Grounds’ prices. They felt that the prices were too high, especially for the quality of coffee that was being offered. |
Social media listening can be done manually by following relevant hashtags and keywords, or by using social media listening tools. These tools can help you track mentions of your brand, identify sentiment, and measure the impact of your social media campaigns.
Customer Comments
Answering customer comments through social media is an important part of customer service. It shows that the company is listening to its customers and cares about their feedback. When responding to customer comments, it is important to be timely, personal, helpful, and thankful.
This will also be done with information from the Grow With Google course. Although this is the same file used for the social listening portion of the course, you can view the information I used to create my customer comment responses again here.
| Comment Type | Customer | Comment | Resources/ Information | Response |
|---|---|---|---|---|
| Positive Feedback | Robin Hoffman | Just biding my time until it’s bright enough outside for me to go get coffee. | We love the feeling of getting a cup of coffee in the morning, Robin. It’s the perfect way to start the day. I hope you get to enjoy your coffee soon! | |
| Negative Feedback | Isaiah D. Blakeney | Great Grounds isn’t bringing back eggnog lattes this year ???? | Hi Isaiah, we’re sorry to disappoint you with the eggnog latte. We’ll take your feedback into consideration for next year. In the meantime, try our new gingerbread latte! ☕️ #holidays | |
| Question | Gretchen A. Gonzales | Is it just me, or has coffee gotten even pricier lately? | Due to a recent coffee shortage, we have had to increase our prices. The coffee shortage is due to a number of factors, including the ongoing war in Ukraine, climate change, and Increased demand. This price increase may be a burden for some of our customers, so we are offering a half-off promotional code for one beverage: HALFOFF. This code can be used on any beverage, and it is valid for one-time use. To redeem the code, simply enter it at the checkout. We hope that this promotional code will help to offset the price increase and that our customers will continue to support Great Grounds. | Hey Gretchen, Due to a recent coffee shortage, we have had to increase our prices. However, we understand that this may be a burden for some of our customers, so we are offering a promotional code for half off of one beverage: HALFOFF. This code can be used on any beverage, and it is valid for one-time use. To redeem the code, simply enter it at the checkout. We apologize for any inconvenience this may cause, and we appreciate your continued support. |
Social media can be used to answer customer comments in a way that is helpful, timely, and professional. This can help improve customer satisfaction and build a strong relationship with customers.