Remember when social media first became a “thing” and businesses were obsessed with their number of followers, friends and likes?
Today, smart businesses use social media for much more sophisticated purposes—including “social media listening,” or monitoring what customers are saying on social media.
Some 42 percent of businesses in a recent report by Clutch say social media listening helps improve customer relationships, while 86 percent use it to monitor customers questions, concerns and requests. More than three-fourths use social media listening to monitor their competitors, 75 percent use it to monitor their own brands, 61 percent monitor industry trends and 60 percent monitor influencers in their industry.
Social media listening can show you:
- What questions your customers are asking
- What problems your customers have
- Which competitors your customers patronize
- What your customers complain about
- What your customers care about most
- What your customers’ interests and passions are
Here are some questions to ask in your social listening and what you can learn from the answers
What are customers saying about their needs? Suppose you own a furniture store and you see a lot of customers in your target market complaining on social media that they can't find sofas to fit in small homes or apartments. You've just uncovered an unmet need—and by stocking more small-scale furniture and promoting it, you’ll grow your sales—and your business.
What are customers saying about your competition? Are people complaining about your competitors on social media or praising them? If your restaurant is open only for lunch and dinner, but your competitor down the street is getting lots of love for their weekend brunch, maybe you should add breakfast items to your menu and open earlier on weekends.
What problems do customers have with your business, your product or your services? When we see negative comments about our businesses on social media, it’s natural to want to hide our heads in the sand. But social listening requires responding to all comments—positive and negative. When dealing with critics, don’t get defensive. Start by acknowledging the person's feelings and apologizing for any problems. Then take the conversation off-line to resolve the issue, and post your solution online when it’s handled. You’ll impress the complaining customer and build a positive image with prospects as a company that listens to customer complaints. Create a professional business account on popular platforms, such as Yelp and TripAdvisor, where customers tend to write reviews.
What are your customers’ interests and passions? Become your own trend forecaster by listening to what your customers are interested in. Do you own a children’s clothing store and online boutique? Perhaps you see a few customers posting on social media that their little girls aren’t into pink and purple anymore and want more gender-neutral clothing. Is it a trend or just a fluke? If more and more people join the conversation and express the same interest, it’s probably a trend. Carrying more gender-neutral clothing can put you on the cutting edge—and ahead of your competition.
What are industry and market influencers saying? Influencers are social media users who have an outsize influence on others. They may include journalists, bloggers, industry experts or just individuals who have large followings. Connecting with the right influencers can expose your business to more prospects. Are influencers talking about your competition, but not about your business? Reach out to get on their radar by joining the social media conversation and sharing what you offer (without making a hard sell). Look for group events like TweetChats or Facebook Live discussions to join.
RELATED ARTICLE: Harness the Power of Emotion in Social Media Marketing Campaigns
Need some help staying on top of the chatter?
- Google Alerts and Social Mention offer a simple way to track mentions of your company, competitor, brands, products, services, and executives.
- Mention, Sprout Social, Hootsuite and BuzzLogix are social media management tools with more sophisticated features for monitoring and responding to all your business’ social media accounts in one place.
About Rieva Lesonsky
Rieva Lesonsky is CEO and Co-founder of GrowBiz Media, a custom content and media company focusing on small business and entrepreneurship, and the blog SmallBizDaily.com. A nationally known speaker and authority on entrepreneurship, Rieva has been covering America’s entrepreneurs for more than 30 years. Before co-founding GrowBiz Media, Lesonsky was the long-time Editorial Director of Entrepreneur Magazine. Lesonsky has appeared on hundreds of radio shows and numerous local and national television programs, including the Today Show, Good Morning America, CNN,The Martha Stewart Show and Oprah.Lesonsky regularly writes about small business for numerous websites and for corporations targeting entrepreneurs. Many organizations have recognized Lesonsky for her tireless devotion to helping entrepreneurs. She served on the Small Business Administration’s National Advisory Council for six years, was honored by the SBA as a Small Business Media Advocate and a Woman in Business Advocate, and received the prestigious Lou Campanelli award from SCORE. She is a long-time member of the Business Journalists Hall of Fame.
Bank of America, N.A. engages with Rieva Lesonsky to provide informational materials for your discussion or review purposes only. Rieva Lesonsky is a registered trademark, used pursuant to license. The third parties within articles are used under license from Rieva Lesonsky. Consult your financial, legal and accounting advisors, as neither Bank of America,its affiliates, nor their employees provide legal, accounting and tax advice.
Bank of America, N.A. Member FDIC. ©2017 Bank of America Corporation