The concept of social media listening could have an impact on a business in various ways. But social media has adverse impact on a business if customers criticize about a product or service. But social listening insurance helps a business to grow and set new benchmarks. It is not only the elite brand of business who benefit from social media listening but small organizations and non -profit organizations also benefit from social media listening.
Social media listening is also referred to as social monitoring. This program is structured sharing information across multiple departments to cash in on the widest range of benefits possible.
To identify and follow up on leads
When potential enquire about a new product or service there is a strong intention to purchase that service or product. The social media team responds to the queries of a customer.
Market leaders are of the opinion that social selling is going to become the dominant sales force in a B2B platform. Social media listening is the first step to obtain leads and find customers on social media channels. A reliable social media monitoring tool can provide you with multiple keywords across various social platforms all combined into a single customizable board.
Responding to complaints of customers
Social media is a tool for customer service. Rather than sending out emails or making phone calls, customers prefer social media channels to voice their opinion. For other customers they judge on how the other customers respond to such complaints. Companies which respond to such complaints with a tone of empathy will retain customers and gain new ones.
For example ORM insurance services tracks down negative complaints of users and initiates timely response. To respond quickly is a timely call as it would prevent a situation to reach an escalating level.
Find content for the benefit of users
Customers are known to post photos, videos and even praise of products online. Social listening enables marketing and PR to locate the particular content.
An effective module can be a user generated content and at the same time ceases to an affordable marketing strategy. Research is of the opinion customers rather than relying on brand perceptions relies on the feedback of other customers. It does allow small companies to compete with the big ones.
Evaluation of PR results
Most organizations measure the results through social media and the number keeps on growing. Social media is not something restricted to the new and internet savvy masses. What it means is social media monitoring of leaders, organization and even a brand is necessary at a whole.
This same philosophy applies when it means dealing with crises of social media. During the period of crises the social media team can provide wit real time information which seems to be more current than the news outlets. It is really important to verify the social media posts.
Tracking down the positive, negative or neutral views of a brand helps to change the perception over a period of time.