How Social Media Helps You Listen to Your Customers

Recently I showed you how not to respond to negative reviews on social media. Today, let’s look at how negative comments on social media can help you ensure you’re consistently giving your customers what they want.

Chick-fil-A thought it was doing a good thing when it changed its barbecue sauce to a smokehouse-style flavor in July. Comments, social media posts and even petitions rolled in, forming an all-out grassroots campaign to #BringBacktheBBQ, Chick-fil-A  stated.

The company listened to those complaints. Additionally, they let their customers know they heard them loud and clear by creating this cute video:

Chico-Fil-A’s original barbecue sauce will return to restaurants in mid-November. Now the company has asked customers to “share the good news that we #BroughtBacktheBBQ and enjoy our team’s reactions to your many tweets.”

This is a great idea, and it’s a great example of how negative responses can help you gauge your customers’ opinions so you can adjust accordingly.

This story also generated a bit of positive publicity for Chick-fil-A, which is always nice.

Don’t spend a great deal of time being angry or discouraged by negative comments and social media conversations related to your business. Ask yourself how you can use them to improve. And take a page from Chick-fil-A’s approach to engaging those who complained. This is an excellent example of using social media effectively.

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