Gathering customer feedback is essential to building stronger relationships with your customers. One important feedback avenue to consider is social listening, where you monitor online conversations to understand what customers are saying about your company and products or services.
Not only is social listening cost-effective when done well, but outlets like Twitter and Facebook are where customers engage with each other to share and talk through their brand experiences. Even if you offer customer surveys or have a contact us form, social listening offers up more unique and detailed information simply because online is where customers feel the most comfortable being open and honest.
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