Social Media Listening is the process of identifying [real-time] conversations happening on social media about a product, or a brand, also called Social Media Monitoring. Since social media has empowered customers to speak about their experience about a product or brand (with no filter!) it is essential for businesses to assess what is going on in the interwebs by listening and monitoring brand/product-related conversations.

So Where Do You Start?

 

 

 

Social media listening is keyword-based so it is imperative that you have a basic understanding of the keywords of your business and your industry.

 

 

Identifying keywords to listen for is a process.
First, write down what you think are the right (or popular) keywords for your business.
Then, using all the keywords on the list you created, use Google’s Keyword Planner to verify or nullify what you have written on your list.
Last, take the time to listen. If you are a just starting out with a business website, blog and other social media platform, monitoring the buzz is where you start. If you are already online, it is not too late to start listening now.

Starter Key Points to Listen For

Listen for your keywords for starters, and then look for:

  1. Brand mentions
  2. Niche Market
  3. Competitors
  4. Customers
  5. Hashtags

Social media listening is a practice that should be done regularly and consistently. What do you get out of it? Is it worth the time?

 

Benefits of Social Media Listening

You brand/product can reap the benefits of social media listening because you can find out exactly what customers think.

Listen for growing trends and use those to your advantage.

Identify frequently asked questions and respond personally to those not-so-nice comments.

Identify competitors in your market and what they are doing. What are customers saying about them?

Foster customer loyalty. Those people that are speaking highly about your product or brand…reward them! Use them as brand ambassadors and let them spread the word.

Use the information to improve on current products or develop new ones. Customers will often point out what can make a product better and you can use this to your advantage.

Now What?

What can you do with the information?

Use the information to develop content based on the results you find. If customers are talking about it, so should you. Reach out to customers that may have not had such a great experience. And thank those that did. Social media listening is a continual process that can reap benefits for your brand/product if it is done correctly.

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