How Can Businesses Use Social Listening?
Social media monitoring involves monitoring a brand’s social media platforms to get customers’ feedback and direct mentions. The main difference between social listening and social monitoring is that the latter only keeps track of social media mentions and conversations. However, your business cannot meet the changing needs of the customers without their actionable responses. Here are some of the ways your business can use listening:
Supporting Your Company’s Marketing Campaigns
Nowadays, it’s common for the leading brands to use a dedicated hashtag during their marketing campaigns. It has become one of the most effective ways of increasing reach and improving customer engagement. Some of the firms that have been using hashtags have succeeded in engaging their fans and have managed to build stronger relationships with influencers.
When you work with social media influencers, your brand will record excellent results. However, you need to work with individuals who have a genuine interest in your company’s success and value proposition. Listening enables you to identify influencers on different platforms who may be good matches to work with your company.
When you are listening for mentions of your brand, you will find people who post about the topics. Note that when someone mentions your brand, it doesn’t necessarily mean that they resonate with what your company offers.
Engaging the Customers
Listening enables you to engage with your customers about your company. By doing this, a brand creates goodwill with the followers. This can work for every business irrespective of the industry.
Managing a crisis
Although engagement is important, it is only effective where it comes to positive social sentiment. With listening, you can track sentiments in real-time. That way, you can identify posts that do well for your business and which ones don’t.
When you get positive engagement, understand the reasons for that. Your customers can provide valuable insights about what they like and what they don’t about your products and services. The lessons can help you to develop effective strategies that can work across channels.
Social listening can help your brand to create plans for addressing PR problems before they affect your brand. If sentiment is down, take time to review the customers’ feedback and get lessons to avoid similar problems in the future.
Keeping an Eye On the Competitors
Social listening is not just about other people’s opinions about your brand. You would want to know what customers think about the competitors. This will enable you to develop valuable insights about where you fit in an industry. It also allows businesses to learn what the competitors are planning in real-time.
For example, listening will enable you to know things such as when they are launching new products, the marketing campaigns they are developing, and what the media is saying about them. This means you will find out any threats and take the right measures.
Other than streamlining customer service, you can use listening to attract more customers. What matters is listening for mentions of keywords that are relevant to your brand’s listening objectives. Therefore, you need to monitor keywords such as the product or service and unique product features.
Monitor such mentions of the keywords using social listening to find potential customers who have expressed interest in the products and services you offer. According to some researchers, many customers ask for online recommendations and seek advice on various online platforms before deciding to make purchases.
How to Improve Your Social Listening Results
The first step should be doing extensive research. Do you know your audience? Listening will not provide the results you would want if you don’t know your target audience. Next, take the time to find user-generated content. NetBase Quid is a leading social analytics and will help your business to achieve its objectives with ease.