Social media listening looks beyond the numbers. While both marketing practices are similar, social media monitoring only involves capturing the headline metrics, such as how many shares, likes, or mentions your brand gets. People often mix up social listening with social media monitoring – but there’s an important difference between the two. Social listening vs Social media monitoring Contextual information is what makes social listening so valuable. Knowing the context of social media conversations will allow you to build better business strategies and improve your social media reputation. You can then use those insights to stay focused on providing customers with the best service or product. You’ll be able to pick up valuable insights about your brand or industry. Social media listening can help you do that. Analyzing the information and taking relevant action based on it.įor any business to be successful, it has to provide its customers with what they want.Monitoring social media platforms for mentions of your brand, keywords, topics, competitors, or industries.You can use the insights you gather to make more strategic marketing decisions. That’s where social listening comes in.Īt its core, social listening is about listening in on the conversations your customers are having on social media. You can get greater benefits by understanding exactly what is being said about your brand and industry, who is saying it, and where. However, it’s not only about how many mentions, likes, or shares your posts get. We concentrate on engagement and brand awareness. We often talk about social media marketing in terms of how we talk to our customers. In doing so, they provide brands with a valuable window into what they’re really thinking. More people today share their experiences online than ever before. Social media has dramatically changed the way people communicate over the last 20 years. Customers appreciate when brands respond to them.You’ll gain knowledge of your competitive landscape.
Social listening vs Social media monitoring.A majority of social media crises can be avoided with proper planning and investment. What happens when negative sentiments about your company go viral? When you keep an eye on the conversation, you can get out ahead of these crises, but only if you’re ready to respond quickly. With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer’s inquiries by phone, email, and more. And the majority of customers change their contact channel depending on where they are and what they’re doing. Many users prefer to get customer assistance on social media. If you’re aware of the conversation about a product or service you provide, however, you may be able to convert those conversationalists. Many people who talk about a brand on social media don’t actually follow that brand’s page, leaving you no way to contact those potential leads. Get ahead of the bad and encourage the good by quickly alerting the right members of your company. As Jon Ronson says in his TED Talk about online shaming, social media can ruin you in the time it takes to nap through a flight to Cape Town. Getting compliments? Alert marketing that you may have a brand advocate on your hands. Is your brand being criticized? Shoot a note over to your PR team. The best social media monitoring tools allow you to easily identify which posts require action, and then route conversations through the appropriate response system. When you monitor the conversation, you have the opportunity to join in.
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