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Are You Listening To Your Customers on Social Media?

Are You Listening To Your Customers on Social Media?

Home Depot is interesting right now. While most retailers do the lion’s share of their selling in the period between Thanksgiving and Christmas, Home Depot’s just about to be busier than ever. Why? Because they’ve been listening to their customers, especially on social media. The brand follows and interacts with 33,800 people on Twitter, and engages regularly with their 1.3 million Facebook friends.

They’ve used this interaction to understand two things:

  1. People don’t have the money to pay contractors to do home repairs and hence have to do things on their own.
  2. Winter’s taken a tremendous toll on roofs, siding, gutters and exteriors.

Another thing that Home Depot has learned is that their customers appreciate guidance and instruction on how to do basic home repairs. Combining these insights has allowed Home Depot to use messaging that both acknowledges the problem and drives the public to their stores for the answer: a powerhouse combination that will generate profits.

You can do the same thing in your business. Obviously the scale is different, but bear in mind that on any given day, Home Depot’s not talking to all of their followers: only a small percentage actually connect.

Truly engaging with your customers on social media means having conversations with them. Go to your follower’s profiles and investigate who they are. Read their posts. Comment when appropriate (note that some platforms, such as Facebook, won’t allow you to do so as the company). What are they talking about? What are their challenges? A gourmet retailer who discovers his followers are always short on time could capitalize on this opportunity with messaging and incentives for the cook in a hurry.

One of the most common failings we have as small business owners is that while we realize social media gives us a great platform for sharing our message, we overlook the value that lies in using social media to better research and understand our customer base. This does take time, but so does every aspect of successful brand building.

The more you know about your customers, the more effectively you’ll be able to serve them. Great profitability flows from better service. A few minutes devoted regularly to learning about your customers will do more to build your brand than any seminar or workshop you might otherwise take. Try it! What have you got to lose?

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office