Customer satisfaction is the key to growing your brand and keep your sales going. Today you can keep in touch with the customers in a variety of ways keeping them updated with your products and offers.

Marketing Land contributor Jay Baer has shared five strategies to keep your customers happy by connecting with them on social media.

Baer says, “Unlike other channels, if a customer doesn’t get a reply on Twitter or Facebook, not only does it disappoint that customer, but others also see that you didn’t respond, which looks like apathy for customer concerns. In fact, according to our findings, failing to respond on social media can trigger a 43 percent decrease in customer advocacy; a reply, however, can give you a 20 percent bump.

If you’re looking to cash in on the potential of handling social complaints well, follow these five steps:

1. Find all mentions

To fully address customer dissatisfaction, you must find all instances of it — and customers talk about brands in ways you might not expect. Many companies believe that Twitter has become the primary sounding board, but, according to our study, 71 percent of all complaints on social media are actually posted on Facebook.

Also, if you look exclusively at your branded channels and your mentions, you will skip over a lot of customer feedback. Only 3 percent of tweets about customer service issues call out the company’s username with the @ symbol. To find all your mentions, employ a social media listening software, and always set up Google Alerts for your company”.

How to respond when customers get sour on social media

Marketing Land

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