You can keep adding to the list of innovation, solutions and more. one such innovative solution is using the power of social listening, we help you track conversations about your brand, competitors and marketplace. the team at ^perpetual group analyzes the data using our social media listening tools to provide your business with valuable customer service insights, specific to your brand, products and industry.
WHAT IS SOCIAL LISTENING?
Social listening is the process of collecting data from social platforms and forums on a chosen topic. This could be a brand, an industry, a blogging proﬁle and much more.
The collected data is then analyzed to ﬁnd trends and useful insights. After all, it’s all about consumer insights. The better you know your audience, the easier it is to get your brand to them and know how they feel about it.
Customers want to feel heard on social media. According to research done by Sprout Social, 83% of respondents like when brands respond to questions, and 68% like when brands join conversations. Being responsive on social media clearly makes a difference; after all, 48% of customers make a purchase with a brand who is responsive to its customers and prospects on social media.Nobody likes a brand that has absolutely nothing to talk about with its audience. This would mean the brand is just existing, not indulgent!
They want you to respond. But, it’s more than that. It’s about using social listening to thoughtfully craft responses that provide real value.
Sometimes, brands face scandals or serious issues. Things happen, but even one incident can cause a wave of negativity to plague your social media. It’s easy to ignore a couple rude comments here and there, but it’s troublesome if the negative ones seem to outweigh the positive.
This is a great time to use social listening. By analyzing the recent incident, you can do some research and see if the rise in negative comments has actually led to a decrease in followers, sales, or whatever metric you choose to investigate. Then, you can determine whether serious measures need to be taken in response, or whether it’s simply a phase with no lasting effects.
Often, your customers do the work for you. When many customers start complaining about the same problem — or rooting for the same win — it’s a sign that that’s something to take note of and run with. Rather than simply monitoring these changes, you can use social listening to find ways to innovate on the changes.
Social media holds many opportunities for broadening your reach to prospects. After all, your followers aren’t just your loyal customers; they’re also simply people who enjoy your content or who fell upon your social media. These are the kinds of people who you should be targeting.