Instagram is a great tool to meet potential customers and to engage with your current ones. You can use your Instagram account to reach new clients and welcome them to your tribe. However, did you know, that it is also a great tool to collect feedback from current customers and clients?
Collecting and analyzing feedback from your customers is a great way to find out their desires and expectations. Sure you could email out customer surveys and see if anyone responds, but Instagram allows you to gather much more feedback and data in a way that can be more useful and fun.
Let’s face it, facts is facts. There is now over ONE BILLION active users on Instagram and it is the second largest social media platform, after Facebook. Of those users, 80% are following at least one business. 70% of those people use Instagram to discuss customer service interactions and products with brands. So how can you use Instagram to collect your customers feedback?
I have said it time and time again, but engagement is key on social media. It doesn’t matter how many followers you have if they are not engaged with your content. Especially in a world where most people are buying followers anyways (please don’t ever buy followers or likes).
Engaging with your customers shows you are a real person who cares about the people following you. Create great conversation starters in your post captions and then actually have a conversation! Respond to comments, ask questions and sit back and wait for some really useful information to come your way. Encourage them to leave feedback on your posts as well.
Provide Great Customer Service
When I worked in retail as a makeup artist, I was typically a top seller in my department without a high return rate like other artists. Why was that? Because I provided great customer service to my clients! I listened to their needs, provided solutions and only sold them what they really needed. I never pushed products because I came from a place of educating them.
Share information on your products and services with the mindset of providing useful information and educating your clients. Respond promptly to questions and comments that you receive on your posts. Clients want to know that there is a real human being on the other side who cares and is going to answer their questions and concerns without being all salesy and pushy.
Sponsor a Giveaway
I’m not a HUGE fan of doing giveaways because I do feel that it is super obvious that you are just giving away free stuff to get more likes and followers. However, they work and they work great!
The key to doing a giveaway correctly is to be very specific about the “why” behind it. Maybe you are celebrating the success of reaching a milestone amount of followers or the second birthday of your business. Make the reason for the giveaway very specific and personal. Tie into something personal about yourself and your business. Make it a cause for celebration that your clients will want to participate in.
Hold Live Q & A Sessions
Video will be taking over social media even more in 2020. While I’m not scared of video (just check out my YouTube channel, Christopher Cupcakes), I am terrified of doing “lives”. My good friend, Coach Jennie is pushing for me to do more “lives” and video though and that will be a huge goal of mine for the upcoming year.
Holding an Instagram Live session is a great way to interact with your clients. You can ask ahead of time for some questions to answer live on the feed as well as take them from the clients who are present during the live feed. Talk about personal interaction! This is a great way to connect to your clients, gather feedback and show who you really are. And yes, I will be taking my own advice on this one going forward. Thank you Coach Jennie!
Instagram makes it so easy to gather feedback and information from your followers in Instagram Stories. You can share a behind the scenes look into your business as well as share and showcase new products or services.
Instagram Stories is super helpful in gathering information as well with the use of stickers. You can share a post and use the poll sticker to gather votes. You can use questions stickers to get instant feedback on your story post from clients. It is easy to use, fun for your customers to interact with and gives you valuable data about what your clients need and want.
With Instagram’s built in analytics (on a business profile) you can get real time data and feedback on what your customers like and don’t like. These can also help you define your niche demographics. Where are they? How old are they? When are they on Instagram?
You can use this data to compare content you are sharing. What worked? What didn’t? What did your followers/clients seem to love and what got the most engagement? This tool also allows you to see if people are being driven to your site or following your Call to Actions.
Instagram has so many benefits for small business owners and solopreneurs but gathering your customer’s feedback is one that is not utilized often. I hope the tips in this post give you some useful data to further drive your reach and engagement on Instagram.
If you would like more help in reaching new customers on social media and elevating your business, let’s talk! Check out the “Services” page and let’s start working together now.