Performance in People - Mystery Shopping
 
 

Blog

The power of social media

Wednesday 6th November 2019


Social media is an undeniable force in today's world – worldwide there are now over 3 billion social media users! As the percentage of social media users continues to increase, it has become a significant platform for brands to grow their online presence.

Every day people spend hours on their phones and on social media; if you’re not capturing at least some of their attention, that means they’re engaging with someone else’s brand or business instead of yours. Social media platforms allow brands to form relationships with their consumers and effective marketing can bring remarkable success to a business, having the potential to create devoted brand advocates and drive sales.

Ensuring your first impression with a consumer is a positive interaction is crucial in building a healthy relationship and producing sales. Each time an individual interacts with your brand through a social media platform, awareness of your brand increases. Modern consumers have adapted the way they purchase from businesses; whether you are based online or in-store, it has been proven that many consumers conduct research online about the brand before purchasing.

In the days before social media, a dissatisfied customer may have only told 8 people about a poor customer experience. With the dominance of social media today, this figure has dramatically increased. The digital world has provided customers with a platform to vent their frustrations, making it more challenging for businesses to contain bad publicity. To assist in combatting negative feedback from consumers, businesses must act quickly and offer an efficient and consistent level of digital customer service.

Social media mystery shopping is a method of measuring the customer service delivered via online platforms such as Facebook, Twitter and Instagram. At Performance in People we use real shoppers to send credible enquiries in order to provide insightful statistics that can help ensure you are producing consistency across all network handles. By using social media mystery shopping you can benefit from a more focused marketing strategy and return of investment, and a greater brand awareness that makes it easier to attract new customers. 

If you would like to find out more information about Performance in People’s social media mystery shopping programmes, contact us directly.

enquiries@performanceinpeople.co.uk or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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