Social Media Listening – who’s winning on social?

Gym members are already discussing their potential experience in public. They’re giving you clues about what they think of the ‘new normal’ experiences, and how they expect to feel about them. There is no one-size fits all here. Different brands have created different expectations for their members. But broadly their new priorities relate to 1 of 4 value drivers:

This analysis highlights how important it is for organisations to make time for customer listening. To pause and listen to their comments without judgement or assumption. They can’t rely on the staff who are responding to specific questions and comments, to also have the time to stand back and see the bigger picture. Instead, they need a process, or better yet an automated platform, for aggregating and analysing all these customer comments.

For more on how Twitter helps managers to keep their finger on the pulse, click here. The linked article shows why one national gym chain saw a 4,000 increase in twitter comments about cleanliness, and how the resulting insights could be used to improve customer experience.