Who knows what your customers want better than your customers. Social media listening can help you to ward off trouble before it damages your business.ĥ. This short sharp tweet cut through the noise and pretty much averted a PR disaster. The restaurant, however, wasn’t having any of it. Twitter users tweeted #BoycottOliveGarden to create havoc on social media making the issue viral in a matter of hours. It was accused of donating funds to support a particular candidate. Social listening allows you to get advanced notification of potential waves heading your way so you can assemble your team accordingly.Įxample: Olive Garden noticed a frenzy whipping up on social media before the last US presidential election. It may start with one post or tweet which is then shared out. This is how it is when negative PR stories go viral. They can shake or even capsize your boat if they aren’t handled right. Those ripples will likely become bigger and more disruptive over time. Something has happened and people are talking about your brand. ![]() Then one day you notice ripples across the surface. Nothing major ever happens and everything is calm. Imagine your brand is a boat on a still lake. Get advanced warning of potential PR problems And rather than launching their own eclipse campaign, they just threw some shade on another with a single tweet:Ĥ. Brand banter is big on social media right now and if your brand has a witty or snarky side then this is for you.Įxample: A lot of companies attempt to capitalize on eclipse excitement, but the crown goes to MoonPie. Or you could swoop in and offer them something better or a quick comeback. They got added exposure, great user generated content and of course, a potential collaborator.Īre your competitors treating their customers well? Are fans complaining or are they loving the service they receive? Either way, it’s good to know what’s being said and adapt your strategy accordingly. Sarah has 233K followers so this interaction was super beneficial for the brand. She actually didn’t tag the company in the video, but, because Starface uses social listening they found the content on TikTok and reposted it to their Instagram. Through social listening you can identify, monitor, and approach them to work with you.Įxample: Sarah Lugor is a content creator who posted a video of herself wearing pimple patches from Starface. Or fans with high follower numbers who have lots of nice things to say about your brand. And anyway, we know that micro influencer marketing works best.įind influencers that relate to your product or service. And over 2000 likes on their one word comment shows people love it.įorget Kylie Jenner and company, you probably can’t afford them. Check out their response on a LinkedIn poll that shows they are listening to brand name mentions as they were not tagged. They have eyes and ears everywhere, and they’re funny, too. Social listening allows you to pick up comments about your brand without the tag.Įxample: I’m a fan of Reddit for social media listening. The issue is that they usually don’t tag you. If you’re not using social media listening, you’re not actually hearing what people are saying about your brand. They also don’t always tag you in positive comments either. Improve customer relationshipsĬustomers often won’t complaint to you directly. Let’s look at the benefits of social listening. We’re all busy, and there’s no point in doing something if it doesn’t yield positive results. What Are the Benefits of Social Listening? Social listening is something you should do to keep your finger on the pulse of dialogue surrounding your brand. It’s much more about human sentiment and the public perception of your brand. Social listening is not about tracking likes and engagement stats. You then use that knowledge to improve your content, customer support, and even your product! These conversations probably won’t be happening on your posts or pages. In a nutshell, social listening is monitoring social media for conversations, keywords, and topics relevant to your brand. In this article, we’re going to look at the benefits of social listening and the brands that are rocking it. ![]() Getting advanced warning of impending PR issues and identifying great opportunities with ambassadors, influencers or other businesses. ![]() That means picking up on brand mentions, both good and bad. Social listening allows you to monitor sentiment in real time. In addition to responding to fan comments, complaints and questions you should be monitoring sentiment. And it’s the same for social media marketing. The 80/20 rule of active listening says that in any sales conversation the sales rep should spend 80% of the time listening and only 20% talking.
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