A majority of social media crises can be avoided with proper planning and investment. Report 10 Change Makers you need to know about Explore our latest list of brands and influencers pushing frontiers and making waves in their industries. What happens when negative sentiments about your company go viral? When you keep an eye on the conversation, you can get out ahead of these crises, but only if you’re ready to respond quickly. Understand and engage with your customers at the speed of social with Brandwatch, the social suite built for our fast-moving world. With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer’s inquiries by phone, email, and more.
And the majority of customers change their contact channel depending on where they are and what they’re doing. Many users prefer to get customer assistance on social media. Basic social listening tools will let you connect your social media profiles and track a set number of keywords or hashtags. If you’re aware of the conversation about a product or service you provide, however, you may be able to convert those conversationalists. While your overall marketing strategy may not allow for a presence on every single platform, be open to joining those where your customers exist once you perform some social listening. You should pay attention to the volume and frequency of customer. Many people who talk about a brand on social media don’t actually follow that brand’s page, leaving you no way to contact those potential leads. Once you've set up your queries and alerts, you can start monitoring and analyzing the data your social listening tools collect. Get ahead of the bad and encourage the good by quickly alerting the right members of your company. As Jon Ronson says in his TED Talk about online shaming, social media can ruin you in the time it takes to nap through a flight to Cape Town. It can affect your brand image, customer loyalty, sales, and even your career.
Getting compliments? Alert marketing that you may have a brand advocate on your hands. Last updated on Your online reputation is the sum of what people say and feel about you on the internet. Is your brand being criticized? Shoot a note over to your PR team. Brands can benefit from social listening by understanding how their target audience perceives their products and services, as well as identifying potential growth opportunities. The best social media monitoring tools allow you to easily identify which posts require action, and then route conversations through the appropriate response system. LinkedIn social listening consists of tracking, monitoring, and analyzing conversations and mentions of brands, products, or industries on the platform. When you monitor the conversation, you have the opportunity to join in.
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