“What are my customers looking for?”
“What did my audience think of our new product?”
“Is my brand meeting their expectations?”
If you’re looking for the answer to these questions, you’re not alone.
Many organizations have successfully answered these and more questions with the help of social listening.
Social listening is the process of searching the conversations about your brand online by looking for specific keywords, phrases, and brand mentions. Thus, helping you build relationships with customers and prospects.
Let’s take a look at the top 5 ways in which social listening adds value to your brand:
How Does Social Listening Add Value to Your Brand?
Here are the top 5 ways social listening adds value to your business –
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.”
Social listening gives your brand an opportunity to engage with your customers on social media platforms. So, make sure you watch out for customers tweeting or posting about what they like about your product.
You can respond to them or offer support, should they have any queries about your brand.
Nike, for instance, has been doing this quite well with their Twitter account dedicated to answering customer queries. The brand also encourages their customers to engage in social media trends featuring their products, which is again a great way to drive engagement.
“Competition is always a good thing. It forces us to do our best. A monopoly renders people complacent and satisfied with mediocrity.”
While social listening conveys what people think about your brand, it also tells you what they think about your competitors.
Keeping a track of what your competitors are launching next or what they share on their social media handles can give you significant insights.
Based on these insights, you can plan your upcoming marketing strategies.
Understanding Pain Points
By understanding the customer journey pain point, you can increase conversions and reduce churn.
Social listening is an effective way to analyze your customer’s conversations on social media platforms and take a note of their pain points.
On the basis of these pain points, you can come up with a new product idea to help your customers in a better way.
It is a known fact that customers appreciate when businesses resolve their problems in no time. This also strengthens the relationship between a brand and their customers.
But, do you know, potential leads are 9x more likely to convert to customers when businesses follow-up within 5 minutes.
This is where social listening helps. Upon seeing potential prospects, you can reach out to them and educate them about your brand.
Strengthening Online Customer Support
Consumers often go online to learn how to use a certain product or service.
With social listening, you can easily identify people posting about your brand and reply to them in no time.
You can set up a stellar social customer support service by:
a. Creating a dedicated social handle for managing customer support
b. Framing social support guidelines for each platform
c. Assigning a social customer support lead
d. Defining KPIs for your brand’s social media support
This sort of online customer service lets brands give prompt responses to customers and encourages engagement.
Which are the Top 5 Social Listening Tools?
Brands are turning to social media for customer insights, which is why social listening tools are picking up. Here are the top five social listening tools –
Social listening is a great way to connect with customers and join the conversation directly.
So, if you’re seeking actionable insights, listen and engage with your audience, and make use of the social listening tools that are available.
Want To Learn More About Social Listening? Contact Us!
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