Social Listening & Engagement
People are digitally active more than ever before. Whether it’s a rave review or a nasty complaint, the first place customers go to talk about your business is - you guessed it, online. Lucky for you, that’s what we do! We are the eyes and ears on the ground, meticulously combing clients’ social media channels for both negative and positive mentions. We know that most people just want to feel heard, so we listen (really listen) and respond accordingly. You can sleep sound knowing what’s out there, AND gain valuable insight into your customers’ wants and needs.
What is Social Listening & Does My Brand Need it?
Put simply, it’s monitoring what is being said about your brand or business on social media. Social Listening helps to identify potentially harmful or viral posts, comments, or reviews so that clients can then take actionable steps.
4 Benefits of Consistent Monitoring and Engagement
1. Knowing What’s Out There
You may have heard that the internet never sleeps, and it’s true! While the peak hours are between 10 am and 3 pm, it only takes one post to go viral overnight and dethrone a brand on Twitter within a day.
Long gone are the days when social media engagement was optional, customers expect a quick response. According to a survey conducted by The Social Habit, 42% of respondents who have ever attempted to contact a company through social media for customer support expect a response within an hour. 32% say they expect a response within 30 minutes!
Having social media professionals consistently monitoring and engaging on all social channels can give you peace of mind and most importantly, protect your online reputation.
2. It Provides Key Insight into What Your Customers Want
Community Management can help you understand what content is resonating best with your audience and how to most efficiently distribute your social advertising budget. It can also help flag operational issues or marketing needs to make adjustments where needed.
TwinBear specializes in Sentiment and Topic tracking, providing insights into your customer needs and opinions. This information can be used as a virtual focus group to get real-time, direct feedback on new products, changes, menu items, etc.
3. SEO Benefits
Your SEO will organically get better if you are consistently responding to customer reviews and sending out signals that you are active online. Additionally, “Social media drives more traffic to your search-optimized pages, improving both your social media visibility and your engagement, the latter helps your SEO.” - Growth Hackers’ Jonathan Aufray
4. Increase Customer Loyalty
One of the easiest ways to increase customer loyalty is by engaging with your customers on social media.
“Not only is this important to make your top customers feel heard and appreciated, but consumers also use your social media for customer support. In my opinion, not answering a direct message from someone needing assistance with your product is the same as ignoring calls to your support line.” - Swish Goswami, Forbes Technology Council
Both small and large businesses should have some form of social listening system in place to protect their reputation and understand their perceived brand presence online.
Interested in finding out more about our Engagement and Social Listening services? Contact us here.