Question

How can social media listening increase customer advocacy?

a. Responding only to positive social posts and re-sharing them tells the rest of your followers how great you are
b. Responding only to negative social posts with helpful, knowledgeable responses shows that you care
c. Responding to social posts—whether they're positive or negative—shows that you're listening, and your customers are being heard
d. Responding to a social post within one hour shows that your company is full of social-savvy whipper snappers

Answer 1

Social media listening enhances customer advocacy by responding to all feedback, which demonstrates attentiveness and care. Addressing negative feedback with helpful responses can transform critics into supporters and demonstrate the company's commitment to customer service and engagement.

Step-by-step explanation:

Social media listening can increase customer advocacy by showing customers that they are being heard. This involves not only responding to positive social posts but also to negative ones. Responding to both demonstrates that a company is attentive to its customer base, acknowledges feedback, and is dedicated to maintaining a positive customer relationship. Customer advocacy is bolstered by the perception that a company cares about its customers' experiences and opinions.

Particularly, responding to negative posts with helpful, knowledgeable responses can turn potential detractors into advocates by resolving their issues and showing other customers that the company takes customer service seriously. Additionally, interactions on social media show the company's engagement with relevant issues, contributing to stronger community engagement and social change. Safe and strategic social media use can also promote a positive image not just for individuals but for businesses seeking to enhance their credibility and attract support for various causes.