As a business owner, you may be looking for new ways through which you can improve your customer service. One of the ways to improve customer service is through social media listening.
About Social Listening
Social listening is the act of monitoring the number of comments and mentions that are related to your brand on different social media platforms. The main focus is on following the conversations and keywords related to your business. Also, you are supposed to keep track of the industry-related topics. Make sure you have looked into what the clients think about your business, competitors, and the market.
To engage in social media listening, you should review the posts and comments that have been posted by prospective clients on different platforms. Be on the lookout for hashtags and review sites. Social listening entails monitoring content that mentions your business while also seeking conversations that mention topics that are related to your industry in general.
The Importance of Social Listening
There are different ways through which social media listening can help a business understand its clients in a better manner. For instance, it is easy to gauge customer sentiments while also managing the reputation of your brand. Social media listening also comes in handy when improving the customer experience and brand loyalty.
Social media listening will help a business to see:
1. The problems that consumers are experiencing- a company will then come up with ways through which they can solve these problems efficiently.
2. The questions consumers usually ask- a business can easily identify confusion and barriers while also creating content that will answer the questions asked by prospective clients.
3. The solutions that clients want- by understanding the needs of potential clients, a business can easily take a new approach to the products and services they are offering.
4. Companies can easily learn about what other brands are doing right or wrong- social media listening helps firms to understand why some clients are satisfied with the products and services being offered by another brand. In the process, your business will be in a position to provide products and services that will be satisfactory to each consumer.
5. A company can learn about what consumers think about their brand- you can easily track the changes that you need to make to improve your brand.
Social listening will enable your brand to learn more about your client base through online conversations.
At the moment, clients usually utilize social media platforms when sharing customer service issues. In most cases, people may fail to contact customer service when they have a problem with a particular brand. They may post a review on Google or Yelp. Also, they can post their complaints on Twitter or Facebook.
Businesses should not only utilize social media listening to improve their brand, but they should also try to find the feedback that will help them to attract more clients while retaining the existing ones.
How a Business Can Engage in Social Media Listening
Now that businesses are conversant with social media listening, there are different ways you can incorporate it into your business, including:
A Brand Should Decide What to Monitor
A business should be on the lookout for the relevant topics in a specific industry. They should then come up with a list of items that they should follow. The list should include:
• Your brand, as well as the products and services being offered.
• The competitors, as well as the products and services they are offering.
• The social media handles.
• Industry keywords.
• The names of the notable figures working in the company.
It is advisable also to keep track of the common misspellings relating to your company name and the products and services being offered. You may find a few mentions of your brand even though they may have been misspelled.
