Have you noticed how the feedback you collect when you ask for it is often not the same as what people are saying about you on social media? Therefore, it might make sense to start using Social Listening so that you can better understand your customers and what they like and don’t like! Continue reading to find out what exactly Social Listening is and how to use it to your advantage:
1. What is Social Listening?
Social Listening (also known as Social Media Monitoring) is exactly what it sounds like: listening to what your customers are saying about you on social media. This includes collecting mentions of a predefined key words or phrases. Good examples for this are:
- Your company and brand name
- The name of your various products or services
- Various hashtags of words and phrases related to your industry and competitors
2. Why use Social Listening?
Social listening can help you greatly to grow your business by optimising your reputation management. In addition, it is a useful tool when it comes to influencer marketing, social selling, building a fan base and a community around your brand, and analysing your marketing campaigns.
Furthermore, Social Listening gives you the opportunity to better understand your customers and to attract new, potential customers. By listening to what your fans have to say, you can improve your products and gain more brand awareness.
Finally, Social Listening is not limited to only what your customers are saying about your brand. It can also include feedback on your whole industry and your competitors. Thus, you can find out why a customer might prefer your competitor over you. Think about what compliments your competitors are receiving, which you might not be. On the other hand, what do customers complain about your competitors? Use this knowledge to build better products and to market them more successfully.
3. How to use Social Listening to collect feedback?
People regularly share their experiences with a certain brand or their opinions about it. However, they tend to do this mainly when they are either very pleased or very disappointed with the products or services. By using Social Listening, you can address those reviews on social media. If a customer is complaining, make sure to apologize and try to resolve the issue as quickly as possible. If they have left you an outstanding review, thank them and share it on your page or website. Your reaction in both cases is a clear indication that you care about what your customers have to say about you and you value their opinions. Furthermore, you will also increase their customer engagement by starting a conversation everybody can participate in.
In conclusion, Social Listening is another useful tool for collecting customer feedback and taking your brand that one step further!