As a business owner, it is great when customers let you know they love your product or service. But what about when they talk negatively about you to their friends on social media? Whether it is good or bad news, you need to be listening to what your customers are saying about your business, and your competitors. Keep reading to find out how and why.
We recently wrote a post titled, ‘Can Customers Easily Find What They Want On Your Website?‘ after being concerned how many business websites we have visited, only to have difficulty navigating around the website.
If you are the business owner of that website, you need to know if I am telling my friends on social media not to bother going to your website because it is too hard to find what you want.
In fact, you should be interested every time someone mentions your business name on social media, whether they are complimenting your business, of slinging mud at you because of the terrible service they received, or the crappy product they bought from you.
We all know that many of our customers will say nothing when they are happy with us – after all, it is what they expect. But we also know that they will tell EVERYONE when they are unhappy with us.
And as the owner of a business, you need to know when those things are being said about you, so that you can fix it before the bad news goes too far and causes irreparable damage to your brand.
Yet, after all the years the Internet and social media have been with us, very few businesses have a social media listening strategy in place to do this!
Even though most of them have a social media presence to market their own business on Facebook, Instagram, Pinterest, Twitter, and others.
What is social media listening?
In a nutshell, social media listening is a strategy a business sets in place to monitor social media, so as to be able to ‘hear’ what is being said about them: their business name, brand, product, and service, so they can head off problems as soon as possible.
It might be a customer complaining about the service they received, the item they bought that doesn’t work, or the difficulty they have finding their way to your store or navigating your website.
By monitoring their conversations, you are able to address these issues as soon as they arise.
You can also identify trends that might lead you to streamline your website or sales funnel, anticipate trends in the market, see who the industry influencers are, and even monitor your competitors.
That’s right. Social media could be alive with conversations about how well, or how badly your competitors are faring, and this can give you a huge advantage in your own marketing plans going forward.
Above all else, it allows you, if you set up your strategy correctly, to show off your excellent customer service skills by replying to customer concerns as soon as they happen!
How do I do this?
Depending upon the size of your business, you might have one person in your customer service team use a range of free or cheap tools to set up and monitor what is being said about you each day.
Or if you are a larger organisation, you may have a committed team using top of the line software programs to see everything in real-time and allow your team to respond 24/7.
How you do it, who you get to monitor and respond, and how much you wish to spend will be an entirely personal decision based upon your own business plans and budget.
Some of the options available include:
Where to from here?
We all know the Internet and social media, in whatever form it eventually evolves into, is here to stay.
And it is only going to get bigger as more of us get online with mobile devices and faster access, that allow us to connect in ways we never dreamt of in the past.
The smart business person will begin planning now, if they haven’t already to discover how they can better connect with their customers.
They will need to monitor their online conversations, and be in a position to respond as soon as possible to any issues or complaints, as well as make any relevant changes based on new marketing trends and competitor analysis.
A great deal of that can only occur if you have a competent social media listening strategy in place.
The question is, will you?
We hope you found today’s post ‘Why Your Business Needs A Social Media Listening Strategy‘, helpful, and even felt challenged to think more proactively about your business.
Please drop us a comment below and let us know what you think, and consider subscribing, if you haven’t already, so we can keep you updated in the future.
And if you are looking for other great posts to help you with your business or digital marketing, make sure you check out: ‘Does your business website drive people away?
Living each adventure,
Christine and Trevor
Empowering people to live a healthy, authentic and fulfilling, personal and business lifestyle.
Adelaide, South Australia.
DISCLAIMER: This article is written for informational purposes only and is based on Christine and Trevor’s own life experiences. No food featured on this site should ever be consumed or handled if known or suspected allergies exist. Nothing featured here should be taken as medical, professional or legal advice. It is always recommended that you consult the appropriate professional before changing any routine or adopting any new procedure. We provide relevant links in each post to services or products of relevance to that topic. Many are unpaid links, while others may be affiliate links. They are included because of their relevance above all else.
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