In the digital age, social media is one of the most popular channels where consumers express their opinions, emotions, and sentiments about their favorite brands. No matter how many surveys your customers complete, no other channel will provide deeper insights into what your customers want out of a brand like social media.
People voice everything about their lives online. From tutorials to product reviews, and recommendations, your customers are saying what they think about you through the most accessible channels that have ever existed. Whether it be through Facebook, Twitter, YouTube, or Instagram, millions of conversations about brands happen every day.
Social media listening helps brands keep an eye on their social platforms by flagging keywords like competitors and topics. The data is then collected for analysis to gauge customer reactions. Whether the reaction is to a new product, an existing product, customer service, shipping, etc. You can get to the core of your customer feedback in a more effective way.
For these social mentions, discussions, and reviews to be useful to companies, it is essential that they have the strategy and technology in place to gather data based on what their customers are saying. Being able to identify and extract relevant points, in order to analyze them for content sentiment will give brands the upper hand, not only when it comes to providing a better customer experience, but also when it comes to gaining that leg up on their competition.
With social media listening, brands can better serve their customers by reacting to negative or positive remarks in a timely fashion. This valuable tool will also help companies make adjustments to their offerings to satisfy current clients and attract new ones.
Social monitoring is more about social conversation responsiveness and engagement, while social listening is about identifying and responding to individual brand mentions on social media. Social listening, on the other hand, collects data from those social mentions and broader customer conversations and pulls insights from them so that you can make better decisions for your customers. The human factor of written communication and conversations between people is what separates social media listening from social monitoring. Social media monitoring encompasses customer engagement and values taking action on the things people say about your company. Social listening is metrics-driven and functional. Though both are integral parts of the voice of customer strategy.