Why Social Mentions Are Important?

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When someone talks about your brand on Facebook or Instagram, they’re spreading the words that exist (a.k.a., your brand name).

If they praise your product, it means you’re onto something, you’re doing something right, people recognize it. That positive feedback is a good indication that your product meets customers’ needs and your customer service satisfies them.

By responding to positive mentions of your brand, you show customers that you appreciate and value them. You give your customers a good experience and create an emotional connection with them, which makes them happy.

And what will happen when customers are happy? They’re more likely to come back to you, join your community, and buy more from you. According to Conversocial’s report, most shoppers expect brands to deliver an excellent customer service experience over messaging channels.

What’s more, positive social mentions are a good source of user-generated cyprus phone data content that you can use for your next marketing campaigns. For example, you can show good feedback on your websites or run an Instagram ad, which is great for building trust with your audience.

Here’s a great example of how West Elm, a modern furniture and home décor brand, responded to a mention from a customer and asked to repost it.



With that being said, if the feedback is negative, and you’re not tracking it to find and resolve the problems, it can ruin your brand. It also shows that your customer service is really bad.

No one likes unpleasant reviews. But no matter how good your product is or how well-known your brand is, you’ll receive negative comments on social networks. It’s unavoidable.

So, the best tactic is to develop a social media strategy for your public relations team to manage positive and negative mentions. Doing that will make sure you’re on top of every conversation and turn it to your advantage.