Getting a finger on the pulse of exactly who is saying what about your brand is critical to making informed, strategic business decisions. Amazon founder Jeff Bezos once said that, “Your brand is what other people say about you when you aren’t in the room”.
As a brand, you really need to be in the room. You need to know what your customers don’t feel comfortable putting on a formal feedback form, but do feel comfortable sharing with their peers when you aren’t around. The fact is, what people say about you when you aren’t in the room is exactly the information you need to truly understand how your business is perceived and whether you’re meeting expectations or falling short.
From transport to tech, retail to restaurants, having a handle on what your audience really thinks about your offerings gives you the insider insight you need to better serve them, develop strategies that align with their wants and needs and pivot when you’ve missed the mark. Social media listening helps you do all of that and more.
There are seven major social networks (Facebook, LinkedIn, Instagram, Twitter, Snapchat, Pinterest, and Reddit) but countless niche networks globally. Facebook alone had 2.54 billion actively monthly users at last count, with an approximate 3.1 billion social media users worldwide overall. Performed correctly, social listening allows you to make some sort of sense of that vast cacophony of conversations, opinions and sentiment.