Wouldn’t it be great to know what people are saying about you whenever you are not around? Whether it’s good or bad, this kind of knowledge will not only teach you a lot about your friends and family, but it can also provide you with insights into how to become a better person.
Even though there is no software tool that exists today that can help you monitor conversations about you behind your back, there are ones that can help you monitor conversations about your business on social media.
This is called social listening.
Why Is Social Listening Important?
Monitoring what people and customers are saying about your brand on social media can help you manage your brand’s reputation.
Let’s be honest. It’s impossible to keep all your customers happy all of the time. However, you can always try and improve the ratio between good and negative reviews.
With an online listening tool, you can be notified if someone mentions your brand and you will be able to determine if it’s a positive or a negative sentiment:
- In the case of a negative sentiment your support team will have a chance to redeem your brand’s reputation. For example, they can apologise if your business was in the wrong and maybe provide the customer with a 10%-off coupon to see if they can restore the relationship.
This is just one of the ways your support team can manage your brand’s reputation online.
The most successful companies in the world make a point of it to listen to what their customers are saying and suggesting when it comes to their product or service.
With that said, an online social listening tool can assist in providing you with insight to what your customers think and how they feel about your specific offering.
With this knowledge you can find ways to improve your business and offering.
Gaps in the market become clearer once you start understanding your customers and how they use your specific product and service.
These insights can lead to new ideas and eventually innovation ensuring you stay one step ahead of competitors in the digital marketing space.