The Role of Social Listening in Shaping Brand Strategy

The Role of Social Listening in Shaping Brand Strategy

Many people’s lives revolve around social media in one capacity or another. Many use social media channels for customer service, and much of the younger generation is driven to sort out their purchase problems using the social media channels of their preferred businesses.

This is why your brand must be very aware of what is occurring on social media and how to handle it. One bad decision could affect the whole company, thus you need a mechanism to monitor events. Let us define social listening and discuss how it will enable you to scale your company and better serve your clients.

Social listening is:

Tracking social media for brand mentions and interactions, as well as consumer comments on your sectors, rivals, or specific issues, helps you to grasp consumer demands and concerns. It clarifies for you where, when, and how consumer contacts take place. Using this inside knowledge, companies can use customer service procedures to improve their brand loyalty, business reputation, and other aspects.

Social listening goes all the way to help you uncover the fundamental causes of client interactions, both positive and negative, therefore going beyond mere awareness of consumer issues. This helps your company have a competitive edge and raises the lifetime value (CLTV), which is the average expenditure of a consumer across their connection with your brand.

Businesses that include social listening have also shown higher employee satisfaction levels. Data from Super Office shows that companies using this approach claimed an amazing 12 percent drop in their operating expenses and an 83 percent cost per customer reduction.

Many times, your potential audience may not buy your goods or services because they are unhappy with your client experience. Targeting these problem areas and creating long-term strategic solutions to offer your clients the best services can help you employ social listening.

Let us examine the reasons your company should start using social listening.

Why are you applying it?

Being customer-responsive Attentively answering consumer issues in a reasonable length of time will assist your audience in achieving the desired solution and building a responsive brand. According to a Sprout Social analysis, 48% of consumers will buy goods or services from companies that react fast to their needs.

Consumers express their thoughts on social media because they want to be heard; hence, with thorough monitoring strategies, you will be able to demonstrate to them that you are paying attention to their issues. After all, companies that neglect client responsiveness usually lose business.

According to a HubSpot survey, 68 percent of consumers prefer when businesses join their conversations, and 83 percent of them said they like when brands answer their questions. This emphasizes how important it is for firms to establish rapport with their audience—existing, prospective, and even lost—as consumer responsiveness increases revenue.

To discover areas of difficulty

People use social media to celebrate and express themselves as well as to vent their anger. More than 3 percent of consumers turn to social media to express their issues when they have a negative customer experience; more than 21 per cent of those comments go ignored by companies. Apart from carefully addressing consumer complaints, being fast to identify their pain areas can enable you to improve your product and customer service interactions as well.

To support the development of a good image

One of the well-known businessmen, Richard Branson, said, “Your brand is only as good as your reputation.” Working on a positive brand reputation would help you get many more customers exponentially.

Good brand recognition increases brand awareness, helps you manage PR crises intelligently, and lets you monitor your competitors. It also (and significantly) encourages community involvement and helps you to modify your marketing plan as needed. Your brand will be propelled to success by knowing where it stands and developing around a great brand reputation plan via social listening.

To identify fresh prospects

You cannot ignore it because monitoring these issues is insufficient when your clients are complaining about them. Rather, you may use these examples to probe more into the problem and develop suitable answers by applying social listening, therefore discovering the finest solutions. Every company has to focus on grabbing the chance at the correct moment and satisfying its customers.

To boost consumer purchases

Social media enables companies to extend their reach to their target markets, therefore enhancing their possibilities. Great content is what grabs your audience, so your followers follow your brand for your products or services as well as for your interesting material.

Social listening can enable you to better understand the kind of material your possible clients are interested in and what you should show on your platforms.

Assume for the moment that you work in the food and beverage sector and wish to develop and advertise goods your consumers are yearning for. Social listening assists you in finding exactly what those products are, hence guiding your design and shaping of your product offers. This will enable you to demonstrate to your audience that you are open to recommendations and boost your sales.

To oversee any possible social media crises

For any company, social media disasters are a nightmare; they are not all that rare. If not taken care of quickly, the brand can suffer adverse effects, compromising its consumer base and reputation. This will erode consumer confidence, raise the turnover rate, and also help the sales of the brand to fall.

Many times, these mistakes result from consumers who could have gotten a defective item or believed your service fell short. Under such circumstances, be ready about the preferences of your clients to act accordingly to reimburse them and prevent endangering the survival of your brand.