How many conversations do you have online every day? What about your opinions on a favourite product \u2013 do you share those with your networks far and wide? And when a brand has got you on the back foot, are you quick to write a review, or share your grumbles in a post? <\/p>\n\n\n\n
Most of us take to social media in a heartbeat. It\u2019s our outlet for just about every human experience \u2013 good or bad. As a brand then, being able to stay on top of conversations, opinions and reviews is pretty crucial for winning trust, inspiring loyalty, and keeping one step ahead of your competition. By understanding your customers\u2019 human experience, you\u2019re already doing better than most companies out there.<\/p>\n\n\n\n
And social listening<\/a> tools are how you do it. <\/p>\n\n\n\n Social listening allows you to track social media channels for mentions of your brand, competitors, industry, topics, keywords and hashtags. Through social listening, you can keep up with any conversations relevant to your brand. By listening to what customer are really saying, you\u2019ll get a true picture of what they actually think about you, your products, and your competitors. <\/p>\n\n\n\n However, most of us mere mortals can\u2019t possibly trawl through reams of social media posts, videos, tweets and reviews to find, organise and analyse everything the world has to say about us. Which is where social listening tools come into play. <\/p>\n\n\n\n Social listening tools allow you to research social media content in real time, view historical data, and analyse threads for specific keywords. You can set any topic or metadata you choose, and this clever software will set to work for you \u2013 collecting lots of lovely rich data for you to use in shaping your approach to market, tweaking advertising campaigns, improving customer service, and making product iterations. <\/p>\n\n\n\n Here’s why you should definitely use them. <\/p>\n\n\n\n Social listening is an incredibly powerful step in your brand development journey: it allows you to monitor consumer sentiment, tailor content and advertising campaigns, stay ahead of emerging market trends, shape your reputation, and connect with influencers. <\/p>\n\n\n\n And social listening tools make the whole thing possible. <\/p>\n\n\n\n This is why it matters. <\/p>\n\n\n\n Social listening and social monitoring sound confusingly alike, but they really do differ in some pretty meaningful ways. <\/p>\n\n\n\n While social monitoring focuses on rather specific campaigns and targeted keywords, social listening has a far broader scope \u2013 including brand mentions, industry trends, and the tracking of customer feedback. <\/p>\n\n\n\n Social monitoring is great because it\u2019s highly data-driven and allows you to see what conversations have taken place \u2013 but social listening goes much further than simply monitoring social media mentions. <\/p>\n\n\n\n Social listening takes things one step further by analysing findings, looking at root causes, and figuring out the sentiment behind the cold, hard data. And that\u2019s the most significant difference between the two. Through social listening<\/a>, you can better understand what your customers actually want, create well-informed changes to your brand strategy, and influence the future of your products and services with the backing of accurate insight and customer feeling. <\/p>\n\n\n\n Right then, which industry stalwarts are using social listening tools to full effect, and really capitalising on the action? <\/p>\n\n\n\n Telsa <\/strong><\/p>\n\n\n\n When Telsa owner Jaehwan Cho was unable to connect to his car, CEO Elon Musk was notified immediately \u2013 allowing him to fix the issue and respond personally. How did he know? Through the use of social listening tools, of course. Being made aware of an issue, and taking the time to engage with a customer, shows just how much a brand values the people it serves. It also gives confidence to potential customers who are yet to buy into a brand! <\/p>\n\n\n\n Reebok <\/strong><\/p>\n\n\n\n When one twitter user took to the social media site to ask where he could pick up a pair of pictured trainers, Reebok was very quick to respond \u2013 and hand over to Adidas. The innocent tweeter hadn\u2019t realised he was shouting out a competitor brand, but by finding humour in the mix up, Reebok might well have bagged themselves a few new customers. The lesson here is that, when you have social listening tools on your side, you have endless opportunities to build your brand rep. <\/p>\n\n\n\n Starbucks <\/strong><\/p>\n\n\n\n Ah, the giant of the coffee world. Despite its global domination, Starbucks is not willing to sit back and rest on its laurels; instead, it employs social listening tools to ensure the customer experience is on point at every turn \u2013 and if it\u2019s not? They\u2019ll jump right in! When this disgruntled customer posted about how quickly brand loyalty can be ruined with one poor interaction<\/a>, the official Starbuck\u2019s account was quick to step in, ask for more info, and try to resolve the incident. This is where social listening really comes into its own: for a brand to be successful, being able to engage with customers is absolutely key; particularly when they\u2019re not happy. <\/p>\n\n\n\n Now that we\u2019ve convinced you of the wonders of social listening tools (we have convinced you, right?), it\u2019s time to introduce our all-singing, all-dancing social listening software<\/a>. <\/p>\n\n\n\n Social media can be absolutely chaotic! People are tweeting and posting and snapping and sharing all the livelong day \u2013 and honestly, who has the time (or the patience) to sift through the masses? As a brand wanting to strengthen its reputation, grow its market share, and create a truly contented customer base, you just need insights. Targeted, analysed, actionable insights. <\/p>\n\n\n\n And that\u2019s where we come in. <\/p>\n\n\n\nWhat are social listening tools? <\/h2>\n\n\n\n
What are the benefits of social listening tools? <\/h2>\n\n\n\n
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Difference between social listening and social monitoring <\/h2>\n\n\n\n
Examples of social listening tools being used effectively <\/h2>\n\n\n\n
How can Forsta help? <\/h2>\n\n\n\n