3. WHAT IS SOCIAL MEDIA
LISTENING?
Social media listening is a process of
identifying and assessing what is being said
about a company, individual, product or brand.
5. WHY SOCIAL MEDIA?
If you are missing out on opportunities to
increase your sales and ROI, or brand
reputation, you must listen to your consumers
and respond quickly in order to be fully
effective.
6. IMPORTANCE OF SOCIAL MEDIA
LISTENING
Social media listening is becoming
an important customer intelligence
tool. More brands are beginning to
really listen to their customers.
7. THINGS TO LISTEN FOR ON
SOCIAL MEDIA
• Compliments
• Complaints
• Questions
• Competitor Analysis
• Media mentions
8. WHY SOCIAL MEDIA LISTENING?
• To build network
• To interact with customers
• To keep your customers engaged
• To drive business
9. WORD-OF-MOUTH WITH SOCIAL
MEDIA
Widely accepted facts:
Word-of-Mouth (WOM) is key in affecting and
influencing perception about a brand,
consumer behavior and affiliation.
Whether you are engaged or not,
conversations are occurring with or without
you:
What they love...
What they want you to improve...
What they say when something goes
awry...
Recommending you...
Bashing you...
10. SUSTAIN LISTENING AND BUILD
ENGAGEMENT SUSTAIN LISTENING AND
BUILD ENGAGEMENT
Change the way you communicate with Customers
and the communities they are sharing your brand in
Document YOUR Best practices
Assign Community Manager
Create content calendar
Ongoing listening and monitoring campaign
And, more...
