I’m an avid reader of Entrepreneur.com and last week I caught an interesting story written by Gail Goodman. Her article, “How to Harness the Power of Social Media Feedback,” discusses how the rise of social commerce impacts small businesses and entrepreneurs.  She writes that the increased activity of consumers and potential buyers on social networking sites, community forums, etc. can pose both opportunities and challenges for businesses.

So what does this mean?

Engaging consumers on their own turf and opening a dialogue gives businesses insight into what the customers like and dislike about the good or service the company offers, or the company itself. Having real insights direct from a target audience can be extremely valuable; however, it also opens the company up for some discussions that it may not want to hear or at least in public for the whole social world to see. Regardless, it is important that businesses participate in the conversation and use the customer feedback (from social networking platforms) to improve overall operations and customer satisfaction. In fact, if a negative instance does occur, it can actually result in praise for the company itself and an improved brand presence if handled the right way.

The Entrepreneur.com piece is a great read for our thousands of Plimus affiliate customers. In order to increase profits and raise revenue conversion rates, affiliate marketers must go to where their customers are. Goodman, in her article, outlined three key elements needed to engage with customers and best leverage their feedback. These elements are:

  • Know Where to Look – Make sure you are monitoring the social media platforms and forums where your consumers are posting. Make sure any locations where people can criticize your products or services are consistently monitored.
  • Get Your Customers Talking – Encourage a two-way conversation with your customers. Make sure you are encouraging positive conversation and containing the dialogue.
  • Respond to Customer Feedback – If there is both positive and negative conversation, be sure to address every conversation accurately and in a timely manner.  Remember that a negative message can turn into a positive one if handled deftly.

By simply addressing these three elements, you will improve your overall business offering and increase revenue streams, not to mention elevate your brand reputation.

I urge our affiliate pros to check out the article and let us know what you think? Have you been successful with customer engagement on social media platforms? Share your stories with us!