Social media can be a great way to build your company’s reputation and following. However, things aren’t always so black-and-white because the last thing you want is for bad service issues or scandals to get posted online that could damage the image of what has been built up over time on social channels such as Facebook or Twitter. To avoid this from happening it’s vital not only to monitor these platforms but also to look out for any red flags when they occur through social listening towards newsworthy updates. Read on this blog from team Digitally Global to learn more about the benefits of Social listening associated with your brand.
Social listening is the act of monitoring your brand’s social media channels for any customer feedback and direct mentions about you, followed by analysis so that insight can be gained. These posts are then acted on to gain a competitive edge.
By performing social listening, you can create content for your followers that they will love. You’ll be able to come up with new ideas based on industry trends and improve customer experience by interacting directly with customers.
Social Listening And Social Monitoring
Social listening has a broader scope than social monitoring. With the former, you’re tracking Brand Mentions and Customer Feedback to see what people are saying about your brand; whereas with the latter, it’s all about Industry Trends or Keyword Monitoring for any specific campaign/keywords targeted by advertisers.
Social listening is a process that can be broken down into two parts – monitoring social media conversations and root-cause analysis. The former merely tracks the data, but without an actionable response it’s of little value to your customers’ needs
For your company’s brand message or product strategy changes based on this intelligence information gathered through active listening which finds what has been causing people to talk about them online?
Importance Of Social Listening
Listening to what your customers are saying is more important than you might think. It’s not uncommon for people to publicly share their opinions, whether it be about the political state of our nation or a popular meme – thus it’s no surprise when they do the same with brands. Social listening promotes the customer-centric approach of your brand. The importance of social listening can be listed as follows:
Customers Prefer Interactive Brands
According to Sprout Social, 46% of consumers think that engaging with your audience on social media is what makes a brand best in class online. This means being responsive and relevant will help you positively influence their behavior – after all 90% are likely going to purchase something if they follow the company’s posts.
Social listening is a strategic approach to making sure your business responds thoughtfully and with real value. It has been proven by research that this kind of response increases customer retention rates.
Keep Track Of Your Brand’s Growth
Social media can be difficult to manage when brands face scandals or serious issues. One unfortunate incident could cause a wave of negativity to plague your accounts, which is especially true if the negative ones outnumber their positive counterparts.
It’s a perfect opportunity for social listening! By reviewing the recent incident, you can do some research and see if there are any effects on your company metrics. If negative comments about your brand have caused an erosion in followers or sales then serious measures may need to be taken before things get worse.
Discover New Opportunities
Social listening is the key to getting ahead in business. When many of your customers start complaining about or rooting for a specific outcome, it’s time to pay attention and take action. Rather than simply monitoring these changes over time-of-course you should use social media as an opportunity: to find ways to innovate on what customers are asking for.
Increase Customer Acquisition
Social media offers an incredible opportunity to reach out and connect with consumers in new ways. After all, your followers aren’t just loyal customers; they’re also people who enjoy what you post or found themselves inadvertently following your social channels. These are the audience you need to target.
Inbound marketing is all about creating interesting, useful, and valuable content for consumers. This initializes a relationship between your brand and consumer that prevents you from having to bombard them with ads that are distracting at best! It’s much easier converting people who view or follow the information provided on our site into customer leads than trying to approach random strangers hoping one of those will become interested in what you have to offer.
Social media has become a very important component in people’s lives. You can use social listening to discover what types of content those who follow and mention you, enjoy, by viewing their posts, shares, hashtags, or photos – which will allow for the creation of relevant material that matches their taste, thus attracting them to your brand.
Tips On Social Listening
Look For Pain Points
When you begin the social listening process, one of the first things that should happen is to see what’s bothering your audience. You can use it as an opportunity for both oneself and competitors alike by understanding gaps in industry or product offerings – all while keeping up with customer demands through active participation on social media platforms where people often talk about their pain points.
Select Strategic Keywords And Topics To Monitor
Monitoring social media conversations can be a powerful way to stay on top of trends and gain insight into how different demographics are using the internet. To get started, it’s important to choose keywords or topics you’d like to monitor by identifying where they pop up in online discussions – this will change over time but monitoring tools provide an easy way to see what people talk about on social platforms.
Social Listening To Improve Customer Feedback Process
One of the main reasons you get started with social listening is so that customers can voice their feedback (whether negative or positive). Social media will allow for an improved customer service experience, as well. Think about how your business handles complaints online, and then continue to iterate the process further.
With social listening, you can engage with your audience. You could use this technique to find accounts that are relevant and comment on their posts before engaging in conversations about the topic at hand or recommending products where appropriate.
Social media has been an integral part of today’s customer service. It can serve as a great indicator for what’s trending and shows how you may want to change your strategy if it appears customers are moving away from companies who don’t adapt quickly enough with changing times, needs or desires. If brands do not pay attention to this shift happening right now online then they’ll be left behind by those that do.
To avail of the best social media marketing service, click here!