Social Listening: How Brands Can Benefit From Positive and Negative Comments
By Kym Gordon Moore
Have you ever listened to conversations without an invitation? “Eavesdroppers never hear any good of themselves” is an idiom many people are all too familiar with. Essentially this phrase means if you eavesdrop on conversations where people are talking about you, more times than not you may hear many unfavorable things spoken about you. When brands read or listen to comments written about them it is not considered eavesdropping. Chatter that is in a social setting is open and not private. Hence, such conversations shift to social listening, as opposed to social eavesdropping.
Brands are doing more social listening as they connect to their audiences. Why? Oftentimes, customers do not feel that companies really listen to them. Sometimes out of frustration, they may post harsh comments that warrant immediate attention. Quite often, other consumers may jump on the bandwagon to fan the flames of negativity. Brands are finding out more than ever that social chatter through social media conversations can help them better understand their customers. Here are 5 beneficial reasons why brands should pay attention to social listening:
1. Social monitoring helps brands to enhance the customer experience. Eye and ear listening skills are used…CONTINUE READING