![]() That way, you’re showing people you care – and customers on social media really appreciate that. ![]() And that can give you another opportunity to reach new potential customers (even just by virtue of all of the above.) It helps you react quicker, resolve problems, and sometimes even just let your customers know you’re there for them (even when they don’t exactly expect you to be there – that’s called “exceeding expectations” )).Īnd that leads to a better brand reputation – and will probably also give you a competitive edge in your niche.Īn example of Nike’s customer service on their Twitter account Spotting marketing opportunitiesīy being where people talk about you, you become part of those conversations. Improving customer serviceĮven if a customer complaint doesn’t have the potential to turn viral (and not the way you’d usually want it), social listening can make a significant difference to the quality of your social customer service (and your customer service overall). Of course it’s going to happen on the weekend.) – if you have social listening tools in place, you’ll get notified as the drama unfolds, and can prevent it. And it might sometimes save you altogether from a full-blown social media crisis that you can nip in the bud.Įven if it happens while you’re out of the office (because, e.g., it’s the weekend. ![]() Knowing what people say about you right when they’re doing it gives you the advantage of being able to react quickly and prepare an effective social media crisis communication plan. ![]() Preventing social media crises from blowing up And more often than not, that’s how they’ll decide whether to become your customers or not. And they’re actively spreading the word (good or bad) about your brand that others will rely on in how they perceive you. You just don’t know these people are talking about you at all. Someone might be praising your brand, and you can’t augment that good experience by getting in touch with them and responding with a thank you. Someone somewhere right now might be talking about a negative experience with your brand or leaving a negative comment about their experience with your brand, and you have no way of rectifying it. If you’re not monitoring the Internet for conversations around your brand, you’re really giving up part of the control you have over your brand image. Here’s a quick list: Protecting brand reputation Social media listening lets you take care of several essential areas of running your business. Why social listening is important for your brand We’re going to talk about a few of these tools in a little while.īut before that, let’s take a closer look at those benefits first. Research topics of interest to hop on the latest trends and provide your audience with more relevant content.Research audience engagement for your brand and your competitors.Monitor brand mentions and keywords related to your brand or products (and respond to them, sometimes automatically).And there’s like a ton of tools you can use to make the process much easier and less time-consuming, helping you do things like: And it’s not like you have too much of it on your hands, am I right?īut the benefits of actively listening to what people say about your brand usually make up for that time spent. Yes, it’s definitely a proactive thing to do – and you might think it’s too complicated and takes too much time. And you can also actively listen to those conversations to protect your brand image and find more opportunities to build customer relationships. Try it for free: Company email Start free trial Use NapoleonCat to manage all of your comments, messages, reviews, etc. Manage all comments and messages from one view
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