Social listening has become a must-have or prerequisite in this digitally connected world of ours, especially so amongst the social media channels where the occasional chatter may concern an aspect of our brands, our products or even the services that we provide to the public.
The benefits of social listening go far beyond customer satisfaction. A carefully-constructed social listening strategy can help boost your brand’s reputation, result in more recommendations, track grievances or complaints by your customers and also alooks you to track your competitor’s activity with ease.
We’ll show you how to create a killer social listening strategy that can transform your business into a digital marketing superstar, propelling your brand far ahead of your competition.
Here’s what you should look out for should you intend to set up a social listening initiative for your brand or company.
1. Identify What to Listen Out For
First identify what your social listening strategy is trying to achieve – this is the ‘what’ and ‘why’ of what you’re going to listen out for. Your social listening objectives should align with your overall digital marketing strategy. Keep a watchful eye for complaints, compliments, backlinks, retweets, mentions and even the occasional queries pertaining to your business,
2. Get Armed With Social Listening Tools
The good news is that you don’t have to go it alone with your social listening strategy. Instead, get to grips with the following suite of savvy social listening tools that will save you valuable time and help you achieve your objectives:
Hootsuite helps you to monitor and manage all of your social media channels from the one suite, saving you both time and sanity. Hootsuite is the perfect tool to help you monitor and respond to complaints and comments in a timely manner.
BuzzSumo helps you to search for and identify key influencers who are sharing your content and the content of your competitors. Like Google Alerts it allows you to monitor specific keywords with its powerful Content Alerts feature. You can also set up alerts for keywords, authors and domains (including competitor sites).
Followerwonk is a Twitter analytics tool that allows you to search for and analyse your competitors’ followers. What’s more, it enables you to find out vital information such as the user’s location, bio and who they follow.
3. Spy On Your Competitors
With the correct mix of keywords and persistent iteration, you should also be able to listen in on your potential competitors, and take the necessary actions or precautionary measures as part of your overall business strategy in the near future.
4. Learn How to Respond to Comments
Complaints are inevitable in the social media space. So listen carefully and respond promptly and calmly to any online grievances. First apologize (if needed) and next acknowledge your customer’s complaint. However, the most important step is to address the issue directly and try to resolve it as best you can directly with your customer.
For cases involving compliments, the easiest way to promote this would be to either retweet or share it with your followers, or alternatively, capture it in a screenshot and get it out to your audience.