Customer Feedback

Customer feedback is what customers share about their experiences with a brand, its products, and services through social media. It's a two-way communication channel between a business and its audience, allowing for interaction and engagement. The feedback can come in many forms—direct messages for a more private conversation, public comments on posts for a not-so-private chat, replies to stories that are meant mostly for the business, and mentions in tweets that are meant for public consumption.

Beyond these words, feedback comes in the form of reviews, star ratings, and other not-so-cryptic symbols of approval or disapproval. All of these are public and serve as a conversation between customer and brand. And these conversations are potentially very valuable, not just because they are happening in real-time—a factor that makes them uniquely powerful—but also because they are largely unscripted and hence, authentic.

Businesses nowadays can also harness the largely public nature of these conversations to have a positive effect on 'word-of-mouth marketing. ' Social media is one of the ways people nowadays communicate. And this communication has to be monitored, and businesses must also have a way to respond to it, too—flying by the seat of one's pants is not a sustainable way to do either.

Tools like analytics, listening platforms, and sentiment analysis software can help the businesses of this and the next century figure out what is being said and approximate what people might look like if they were to form a large group.