Social media allows your customers to voice their opinion every minute of every hour of every day. This, of course, makes it a powerful research tool for companies keen to know what people think of them—both good and bad. Listening in on social media is a great way to get ahead of your competitors and keep your customers coming back for more.
What is social media monitoring?
Social media monitoring should ideally be part of your social listening strategy. Basically, you use social monitoring tools to capture and gather information about what people are posting about you. The social listening part is more active and strategic. It involves analyzing the data produced by your social monitoring for actionable insights—everything from engaging a happy customer to shifting your overall brand positioning strategy.
Why is tracking your social media so crucial?
Social media has transformed the way companies market their businesses. But regardless of what you have to say about your products and services, people are going to have their own take on them, and they may be turning to social media to express that. Here are BARE International’s top 3 reasons you should be monitoring your company’s social media.
1) Improve Customer Service
Providing excellent customer service is at the forefront of most brand’s initiatives, especially since bad customer service is two times more powerful on social media than good customer service. As mentioned, when you’re focused on listening, you’ll hear both positive and negative feedback. Sometimes the negative feedback is more beneficial, because it often provides clear direction on how you can improve. As you begin to get to know your online communities better, you’ll be ready to delve deeper into this element while becoming more approachable to the customer.
2) Mending Broken Consumer Relationships
Quickly replying to customers can mean all the difference on social media. If someone’s taking the time to complain, they’re not yet a lost consumer – that’s them showing you that they still like you, your product or brand, and that they’re open to being helped through a problem. Responding to the needs of your customers on social media is easy and makes you appear available and responsive.
After all, word-of-mouth marketing has shown to influence 74% of buyers in their purchasing decisions. Enabling and interacting with your customers – whether disheveled complainers or brand advocates – will only push your social presence with positive experiences.
3) Stay Ahead of the Competition
Social media monitoring isn’t strictly limited to your brand. It also pays to understand what your competitors are doing and how they engage with their own fans. Monitoring conversations that contain the names of your top competitors on social makes good business sense. By knowing what your competitors are doing and saying on their social media platforms, you’ll learn a lot about what is and isn’t working and ultimately get ahead of the game.
How can BARE International shed a light on your social media presence?
– Insightful, data-driven reports can fuel your strategy and guide your decision-making process.
– BARE’s Social Network Assessment Platform (SNAP) offers real-time data visualizations across multiple social media platforms to monitor your online reputation.
– At-a-glance visualizations are designed to provide actionable insights as quickly as possible to key decision makers.
Let BARE empower you and your business to continue on the path to creating a relevant brand presence. Contact us today to get insights across multiple social media platforms with BARE International.