Social listening is the process of monitoring and analyzing online conversations for any mention of your brand, products, or competitors. The collected information is then analyzed to acquire useful insights about the market. The generated insights influence the daily business operations, product management, and marketing strategies.
Importance of Social Listening
Social media listening is crucial to the survival and growth of a brand. The following are its importance to a brand.
1. Improved Customer Service
Social media listening helps you improve customer services in a variety of ways. Through alerts on social media mentions, social listening allows you to reply to customer inquiries about your brand and products. These alerts also enable you to engage with customers in online conversations concerning your products.
Engaging with customers leads to customer satisfaction, which in turn benefits your business. It also creates goodwill for your brand. Through social media listening, you get an insight into the services or products that dissatisfy your customers. This insight allows you to change or improve your services to meet your customer’s preferences.
2. Management of Customer Feedback
Social media listening is one of the most efficient ways to acquire customer feedback about your products and services. Through monitoring online conversations, you get to understand how the customers perceive your brand and your products.
The negative perception of your products and services is called negative feedback. Negative feedback challenges you to put in more effort to meet the customer requirements.
Positive feedback is when the public becomes satisfied with your products. Satisfied customers mention your brand in a positive light. Positive feedback makes you aware of the aspects of your products that customers enjoy.
3. Management of crisis and public image
Social media listening allows you to stay ahead of any brand crisis. Through alerts, you immediately get alerted when your brand gets mentioned in a bad light. These prompt alerts allow you to counteract this crisis or defend your brand where necessary.
Real-time social listening gives you the ability to handle issues before they spread and get out of hand. For example, if a particular batch of products is faulty, a customer might complain about a product online. It will alert you of this complaint immediately. This immediate alert will give you time to review the batch of products and recall them before this crisis gets out of hand.
Averting such disasters helps maintain a good public image about your brand and its products. It also portrays your brand as efficient and effective in product and service delivery.
4. Attracting New Customers
Through monitoring online conversations, you get to understand the kind of services the public wants. If the products and services are within your market niche, you can choose to offer them. This acumen attracts new customers and increases the loyalty of the existing ones. Introducing new services and products will solve some of your customers’ problems. This problem-solving capability, in turn, increases their faith in your brand.
Social media listening also helps you make contact with aspiring and potential customers. Through monitoring online conversations, you become aware of prospecting customers. Such insights allow you to reach out and create a relationship with these potential clients. These relationships establish your brand as the best resource when purchase time comes.
NetBase Quid is a professional company that provides social listening services to established and growing business brands. NetBase services give you analyzed data about your customer preference and dissatisfaction. This information helps you plan marketing strategies and improve customer services where required. NetBase Quid also makes use of social listening software that generates information about your customer feedback. It does this by listening to all online conversations on the different social media platforms and try Groovy Bot to listen conversation on discord.