Any company such as towing service works essentially to build a strong and solid reputation and following especially on its social media. A brand becomes a household name after it has attained high levels of awareness. However, things will never be always black and white. The last thing you would want is to develop a reputation for bad reasons such as poor customer service, scandals, and other issues that may cause negative social mentions. To avoid attracting all the bad mentions, it is important to practice social listening.
What is social listening?
Social listening refers to the mentioning of a brand on social media channels for any customer feedback and direct mentions of your brand and discussions relating to anything that matters for your business. It is then followed by analysis to gain insights and act appropriately.
Social listening is a two-part process, unlike social monitoring. Social monitoring is only concerned with keeping track of social media mentions and conversations. However, without any analysis and actionable responses, finding the root cause behind social conversions and implementing long term strategy changes.
When you perform social listening, you create the kind of content your followers want and come up with new ideas that are based on industry trends. Additionally, you can improve on customer experience as you interact directly with consumers and continue shifting your strategy to fit current needs.
Here are some of the reasons why you need to get started on social listening;
Customers like it when brands respond
Customers want to feel heard on social media. They like it when brands respond to their questions and join conversations. Being responsive on social media will make a difference as customers want to purchase with brands that are responsive to them. You need to practice social listening so that you can craft responses that provide real value to your customers.
Keeping track of brand growth
Brands are prone to facing scandals and serious issues. One incidence can cause a wave of negativity that can get you mixed up on social media. It can be easy to ignore a couple of rude comments but it can brew trouble when negative comments outweigh the positive ones. It, therefore, calls for the use of social listening to analyze all incidences and make appropriate actions.
Discover New Opportunities
Most times, customers will do the work for you. When most of the customers are complaining about an issue, it is a sign that something is not adding up. Rather than simply monitoring these issues, you can use social listening to find ways on innovating on the changes. Additionally, with social listening, you stand to benefit from increased customer retention. Your followers are not only your loyal customers, but they are also people who enjoy your content.
With the use of social listening, you can discover the kind of content that those who follow you enjoy as you view their posts, shares, and hashtags. Get a good tool and get started with social listening.