Many savvy businesses are currently leveraging Social Media Research (SMR) to obtain real-time feedback. Now, with the vast majority of social network interactions shifting to mobile devices, they are also providing a vital key for companies looking to improve customer service: geography.
Imagine a company monitoring their social network notices a common service complaint (e.g., cable company, utilities, retailers). In addition to responding to the complaint, companies can now segment the messages by geography to help determine the origin of the poor service.
On the flip side, if there is a common thread of positive feedback, wouldn’t it be beneficial to know geographically where they are originating from?
Remember, positive customer experiences shared through social media equate to a new customer being nearly 3 times more likely to use your brand!
