Why Social Listening Is Important For Brands

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Brands that don’t use social listening risk missing important industry trends, product feedback and customer complaints. They’ll also miss opportunities to position their product to be the best in its category.

Developing a social listening company report starts with understanding your objectives and what metrics are most relevant to your business questions. Once you know this, you’ll be able to create the filters that will gather data for each of your desired metrics.

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For example, if you want to learn about customer experiences with shipping or service issues, analyzing your results in terms of mentions, sentiment, and engagement will help you understand the current landscape. You’ll then be able to identify patterns or issues that may need to be addressed.

In addition, your social media team can identify key influencers in your industry to work with on content, events and more. This can help you expand your reach to a new audience or demographic.

JetBlue Airways is a great example of a company that uses social listening to improve its customer service. They track their customers on Twitter to respond quickly and provide the support they need, such as when a customer tweeted that he/she wasn’t happy with the quality of their free birthday beverage. In turn, this helps the brand build a loyal customer base.