In this digital era, the only rule that every business religiously follows is that “Customer is the king”. But is it possible to personally get in touch with your customers who are spread across geographically?
Thanks to Social media! It is possible!
Thanks to the ever popular increase in usage of Social Media, it has become easier for brands to get in touch with their customers, engage and move from a mere transaction conversation to relationship marketing.
Here some reasons why should a brand do active listening on Social media
1. Connecting is the key!
Studies say that, of 86% of the brands in the world who market on social media, only 41% use it to connect with their customers. Connecting with your customer and understanding their needs and requirements is very important because it helps in humanizing the brand and improves brand loyalty.
Whenever a customer has a concern and chooses to put it across social media, brands can address such issues of their customers and make them feel that the brand actually cares for them. This way brands also get to showcase the world how good their customer service is!
2. Know the pulse of your industry!
However successful your product or service is, there is always a scope for improvement. Social media can play an imperative role in determining what others have to say about your brand or industry. Such insights will not only keep you updated but will also help you grow your brand by implementing the latest!
3. Know your competitors:
Every brand should be mindful of its competitors! Social media listening can be a great tool for benchmarking your competitors and knowing what they are doing. If there’s a new production technique or marketing technique that your competitor has implemented that has been successful, you will hear about it from their social media platforms. You may adopt the same for your brand if you think it is feasible. On the other hand, repeated complaints about their business practices from their customers can prevent you from doing the same mistakes.
After all, the best way of learning is learning from the mistakes of your competitors!
4. Show some love to the brand advocates:
Every brand has its brand advocates on social media that religiously support & share the content that is updated on its page. They are the satisfied customers of your business. Social media can play an instrumental role in identifying such brand advocates & influencers and help in establishing solid relationship with them!
There can be no better marketing source for a business than satisfied customers as they influence the buying decisions of their followers on Social Media.
5. Benefit internally:
Apart from keeping the business updated about the industry and outside world, Social Media listening can also help your organisation grow internally.
It can help the customer service department by identifying and solving the problems and by letting them know where they lack.
Sometimes the customers may suggest a few improvements or ideas to a newly launched product. Such insights may help the product department immensely.
Social media listening can help the HR department by discovering new recruitment sources and also attract fresh talent.
With every brand fighting for its customer’s attention maintaining relationships with customers is paramount. One of the most effective methods of staying connected to your audience is social media listening!
Have you been listening to your audience? If not, start today!