1851

<div id="pastingspan1"><span style="">With more than 1.5 billion social media users worldwide, establishing an online presence for your brand has become a necessary part of building visibility. But these days, social media is becoming a big part of the revenue equation for many companies, too. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">Often lost among the chatter about how brands can use these platforms to boost their sales is another important element&#8212;companies can use social conversations to predict&#8212;and improve&#8212;revenue trends. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">According to a study by <a href="http://www.networkedinsights.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-to-use-social-media-to-keep-customers-happy-and-drive-revenue-4914" target="_blank" rel="nofollow" target="_blank">Networked Insights</a>, which monitors social conversations across networks, including Twitter, YouTube and Reddit, there&#8217;s a correlation between the way consumers talk about certain brand metrics and a retailer&#8217;s same-store sales. Ultimately, the firm was able to determine a brand&#8217;s health by gauging customer satisfaction, loyalty and advocacy across social media.</span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">&#8220;When we see in our large data sets big drop-offs in customer satisfaction and customer loyalty, we know that at some point in the near future that brand is going to have struggles,&#8221; said Rick Miller, a vice president at Networked Insights. &#8220;When we drill down into this data, we can see very specifically what consumers are very unhappy about, what they&#8217;re complaining about and what can be done to make things better.&#8221; </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">Miller points to <a href="http://www.networkedinsights.com/how-kohls-could-have-avoided-its-earning-disaster/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-to-use-social-media-to-keep-customers-happy-and-drive-revenue-4914" target="_blank" rel="nofollow" target="_blank">a recent 15-month case study</a> on department store Kohl&#8217;s as an example. Networked Insights monitored more than 500,000 entries about the brand and found that as online conversation about the retailer started to deteriorate&#8212;particularly surrounding customer loyalty&#8212;its same-store sales began to decline, too. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">By recognizing this correlation and monitoring social conversations, Miller said brands can better resolve customer service issues and tweak their marketing campaign. That, in turn, could prevent an impending sales slump and actually boost sales. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">To keep customers happy (and to let them know that you want them to be happy), Miller firsts suggests paying attention&#8212;and listening--to the comments coming in. For many consumers, a company Facebook page or Twitter handle is their first customer-service resource. It&#8217;s also the go-to outlet to share negative feedback and air grievances. To prevent any destructive impact and keep your brand in a positive light, it&#8217;s important to stay on top of customer issues by responding to all queries within 12 hours and then providing a rapid solution. Additionally, when a customer shares a favorable experience, consider re-sharing it across company social channels. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">&#8220;You can&#8217;t make customers happy using social media if you don&#8217;t know what they&#8217;re saying. Social conversations are happening all around you, piquing curiosity and driving consumers to buy,&#8221; Miller said. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">Utilizing a cost-effective tool like Hootsuite can help you keep tabs on conversations that you want to be a part of, especially as it relates to your brand. You can set up streams to monitor the conversation around your products and company, which can keep you in the loop of what is being said about your business (and provide you with the opportunity to dispel any inaccuracies circulating), share gratitude and connect with customers.</span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">Miller believes that creating a community around your brand&#8217;s social media matters, too. If your business has a unique point of view that is truly different from everyone else&#8217;s, consider creating a community. Bring people together, learn everything you can about them and provide content and resources that your members want to receive and talk about. </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style=""><a href="http://www.toppersfranchise.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-to-use-social-media-to-keep-customers-happy-and-drive-revenue-4914#intro" target="_blank" rel="nofollow" target="_blank">Toppers Pizza</a> is one brand that has done this particularly well. They quickly recognized their unique audience&#8212;young adults and Millennials&#8212;and as such, began tailoring their online community and messaging around this particular demographic.  It worked&#8212;in 2015, Toppers saw their Facebook fans grow by 26 percent, their Twitter fans grow by 43 percent and their Instagram followers grow by 170 percent. The brand&#8217;s 139,836 Facebook fans for their 73-location systems yields approximately 1,915 fans per unit, far-surpassing 1,000 fans per location for Domino&#8217;s (more than 10 million likes for 10,000 locations). </span></div><div id="pastingspan1"><span style=""><br /></span></div><div id="pastingspan1"><span style="">&#8220;We engage our social media following in a fun way rather than talk at them,&#8221; said Scott Iversen, vice president of marketing at <a href="http://topperspizza.1851franchise.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=how-to-use-social-media-to-keep-customers-happy-and-drive-revenue-4914" target="_blank" rel="nofollow" target="_blank">Toppers Pizza</a>. &#8220;Everything we do, from promoting contests to offering menu exclusives only found online, gets people interested in what&#8217;s going on with us. It helps us build a loyal, online community&#8212;and ultimately, those types of things drive tangible dollars that help our franchisees make money.&#8221; </span></div><div style="  font-style: normal; normal;  normal;"></div>

1851 Franchise

Gauging the temperature of your social media following can offer valuable insight into what’s working for your customers and what isn’t.

This brand page has been paid for by 1851. Content within this page that is paid will showcase a Sponsored icon. This means the brand has engaged 1851 FRANCHISE to write the content. Content without the Sponsored Icon is aggregated media placements the brand earned. Questions can be sent to editorial@1851franchise.com

How to Use Social Media to Keep Customers Happy and Drive Revenue

how-to-use-social-media-to-keep-customers-happy-and-drive-revenue

Sola Salons

Sola Salons Marks Major Milestones in Q3: 21,000 Pros, New Tech Innovations and a National Philanthropic Partnership

sola-salons-marks-major-milestones-in-q3-21000-pros-new-tech-innovations-and-a-national-philanthropic-partnership

Sparkle Squad Window Cleaning Services

Sparkle Squad Franchise - Happinest - Troy Oliphant - 1851 Franchise

How This Sparkle Squad Franchise Owner Builds Community Connections and Steady Revenue

sparkle-squadd-franchise-kansas-city-troy-oliphant

Woodhouse Spas

Woodhouse Spas Franchise Support - 1851 Franchise

How Woodhouse Spas Franchising Works: A Deep Dive Into Support and Success

woodhouse-spas-franchise-support

Express Employment Professionals

How This Veteran Helps Others Find Work Through Express Employment Professionals

how-this-veteran-helps-others-find-work-through-express-employment-professionals

SweatHouz

SweatHouz Franchise - SWTHZ - Brenna and Kevin Dorsey - North Bethesda, Maryland - 1851 Franchise

A Family Bet on Wellness: The Dorsey Duo’s Journey With SweatHouz in North Bethesda, Maryland

sweathouz-franchise-north-bethesda-dorsey

Buying a Franchise Masterclass

 Franchise Opportunities

Get Support Buying a Franchise

How to Buy a Franchise White Paper

How to Buy a Franchise

How to Sell Franchises

How to Grow a Franchise

Find a Franchise Supplier

1851 Franchise Opportunities

Franchisor News

Franchisor Power Rankings

FranCamp Mastermind Summit

Franchise Development Website Builder

Franchise Resources

Website Awards

Power Rankings

About 1851

Advertise on 1851

Contact 1851 Editorial

Terms of Use

1851 Login

GROWTH CLUB LOGIN

facebook

instagram

twitter

linkedin

youtube

Round Table Pizza Franchisees Take FAT Brands to Court Over Marketing Fund Mismanagement

round-table-pizza-franchisees-take-fat-brands-to-court-over-marketing-fund-mismanagement

FAT Brands Nears Bankruptcy as Creditors Demand Repayment of $1.3 Billion Debt

fat-brands-nears-bankruptcy-as-creditors-demand-repayment-of-13-billion-debt

Callaway Sells Majority Stake in Topgolf to Private Equity for $770 Million

callaway-sells-majority-stake-in-topgolf-to-private-equity-for-770-million

Keith Sizemore headshot, Radiance Holdings

Radiance Holdings Names Keith Sizemore Chief Development Officer

keith-sizemore-radiance-holdings-cdo

Jobseekers Are Flocking to “Unglamorous” Jobs — And Home Service Franchises Could Benefit

Jobseekers Are Flocking to “Unglamorous” Jobs — And Home Service Franchises Could Be Poised To Benefit

jobseekers-shift-boosts-home-service-franchises

Paris Baguette Welcomes Zac Sulma as New Chief Operating Officer

new-coo-zac-sulma

AI-related job cuts, October U.S. job cuts, American job cut record

AI-Fueled Layoffs Reshape the U.S. Job Market — And Highlight Franchising’s Resilience

ai-job-cuts-franchising-path-forward

image of jerome hanway from right at home Las Cruces, New Mexico 1851 franchise franchisee spotlight

Jerome Hanway Is Building His Right at Home Franchise Around His Mission To Serve

right-at-home-franchise-las-cruces-jerome-hanway

A Practical Playbook: Who To Call First When Franchising Your Business

franchising-your-business-who-to-call-first

Photo of group of dogs standing together in day care facility

Top Pet Boarding and Day Care Franchise Opportunities for 2025

top-pet-boarding-daycare-franchises

1851 Franchisee Spotlight graphic with photo of Eli Cohen, Layne's Chicken Fingers logo

C5 Restaurants Grows its Texas Footprint with 40 Layne’s Chicken Fingers Locations Planned Statewide

eli-cohen-laynes-chicken-fingers-texas

image of stephen westerman and matthew westerman, owners Fort Walton Beach Two men and a junk truck

Twin Brothers Move From Managers to Owners with New TWO MEN AND A JUNK TRUCK Franchise on the Gulf Coast

twin-brothers-two-men-and-a-junk-truck-fort-walton-beach

How to Use Social Media to Keep Customers Happy and Drive Revenue

MORE STORIES LIKE THIS