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Why Social Listening Matters

One year into the COVID-19 pandemic, businesses are still embracing the push for digital transformation that was initially forced upon them to survive. Many companies have now set up e-commerce services, increased their online presence and even gone virtual. But how can they keep on top of their digital reputation? Social Listening can provide answers to these problems.

Social listening refers to the process of monitoring social media platforms for mentions of various keywords. This includes mentions of brands, products, hashtags, competitors, topics in your industry and more. It is a two-step process that gives you the opportunity to firstly examine the keywords mentioned across platforms and secondly learn from the data gathered.

Multi-platform Engagement Comparison | Source: Media InSite Social Listening Service

While many companies are engaged in social media monitoring, it is not the same as social listening. They are different concepts that achieve different goals. Social media monitoring refers to simply monitoring social media channels, post by post, looking at metrics. This allows you to follow social media conversations in order to react quickly to any incidents that are unfolding and to unhappy customers. The goal here is to help your audience.

On the other hand, with Social Listening you can keep abreast of the success of marketing campaigns, find out opinions on your products and services and their sentiments towards them. Then using these insights, you’ll be able to achieve a more significant goal: better understanding your audience on each platform and shifting your marketing strategies to accommodate their real needs.

Results Filtered by Top Emojis Used | Source: Media InSite Social Listening Service

Social Listening can provide you with a wealth of benefits for your brand. You can engage with your online audience by responding to customer support issues, following up on brand commendations and identifying brand advocates. This may even result in new sales leads. By keeping abreast of your negative sentiments, in real-time, this service allows you to address any complaints and ultimately avoid PR disasters. Additionally, with a thorough analysis of these pain points, you can adjust your products and services, or introduce new ones, to solve their problems.

With data gathered from across your industry, you’ll also be able to keep track of your competitors’ mentions and their performance. You can gain insights into their strengths and weaknesses, learn from their mistakes and use this information to ensure that your brand gets ahead.

Let Media InSite take the guesswork out of understanding the online conversation about your brand, competitors and industry with our Social Listening service. Track real-time mentions to better understand the bigger picture and satisfy your customers’ needs using relevant data. Find out how Social Listening can elevate your brand’s online presence here.