Do you know how much time is actually spent by people using social media? Day in the Life of the Internet is an infographic that breaks down the statistics of internet users and where they spend their time socially. With over 3 hours a day spend by people visiting social media sites, it only makes sense for your brand to be connected and engaged with customers and prospects by the way of social media.
But, that’s not enough. Are you listening about your brand? If your brand is to be the trusted source of information and products, then you need to respect your customers and prospects by listening to them.
One of the most sincere forms of respect is actually listening to what another has to say. – Bryant H. McGill
Social media monitoring, also know as social media listening, is all about listening to what is important and responding when your brand is mentioned online.
Did you know that 53% of Twitter users recommend companies in their tweets?
- Positive and Negative Comments – Hearing positive things about your brand is great and reassure you that you are doing the right things. But, it is also important to address the negative. Damage control can help reestablish the trust and respect of your customers.
- Questions – Monitoring the frequently asked questions about your brand or industry can open an opportunity for you to create content to help answer those questions.
- Trends – Tracking trends opens the door for your brand to be proactively mentioned into the conversation.
- Influencers – Monitoring social media can help your brand by locating someone in your industry that has a social voice louder than the others. This is a great opportunity to learn from their success.
- Advocates – Discovering your brand advocates helps to spread the word about your brand.
- Links – Tracking who is linking to your brand is helpful for search engine optimization campaigns.
- Languages – Acknowledging the languages that your brand is being mentioned in helps your brand by determining the languages required to communicate effectively. This and make it a priority to translate content and/or consider multi-language customer service.
- Customer Service Feedback– Knowing how to get customer service right is important for your brand. After all, 15% of 16-24 year-olds prefer to interact with customer service using social media.
How do you use social media monitoring to learn information about your brand? Thank you for listening.