Social listening involves utilizing social media to tune into your industry by following mentions of your brand, relevant hashtags, influencers, and industry pages. If you are not listening on social media to the buzz in your industry and the voices of your customers, you are missing out on incredible opportunities.
The most important reason to engage in social listening is to hear your customers. By listening, you can bring them value by answering their questions and maintain your good reputation by addressing their complaints. People also like to see that you're engaged in relevant conversations online and will feel a greater connection to your brand when you participate in social discussions. 90% of social media users have used their social platforms to communicate with brands, and one-third of all customer complaints go unanswered. By utilizing social listening, you can make sure you stay on beat with your customers and be there when they need to hear from you.
Social listening can help you keep up with your competition. 90% of brands use social to increase their awareness, and you should be listening when your competitor sounds their own horn. Identifying and monitoring their strengths and weaknesses can give you valuable insights into your shared customer base. If your listening carefully enough, you can even swoop in to save the day when they drop the ball.
Social listening should be an integral part of your marketing strategy. To help outline its importance, we have put together the infographic below. If you need some help with your social listening or monitoring your brand across social media, get in touch with Social Aperture today!
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