Pretty much all the blogs, tips and insights that I come across are about what to post, when to post, where to post and how to be relevant. I don’t deny these are all valid in our digital world. But so much less attention is given to social LISTENING as a valuable business marketing tool. Don’t get me wrong yes big data makes a big difference. However social listening is real-time marketing research. It is reading and following competitive feeds and comments of competitors’ fans and followers. It is really paying attention to and internally disseminating the good and bad of what is being posted in your company/brand’s social feeds. This approach yields great benefits for implementable customer service practices, insights for new product development and enhancement so existing products and services.
Social listening is a resource for emerging industry trends and early warnings problems and hurdles that can be caught while controllable and correctible with minimal negative impact.
Social listening is the friend of customer service and CRM. It is a resource for speaking to and engaging your audience. It is a tool for brand building. It is an opportunity to build digital feedback groups and make social evangelists of your customers and fans. It is where you search in real time for business intelligence. Take advantage of it by following other people’s lists, mining existing content and following trending topics and hashtags.
Social listening strategies are no less important than, what you post, where you post and when you post– and deserve just as much attention.
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