The sensational sphere of social media has taken the world by a storm. Everywhere around the globe, people have been engulfed by this phenomenon. Not only can you connect and share, but the amount of information one can get from it, is mind boggling. And brands everywhere are trying to capitalize on this very fact. How, you ask? Well, these days, consumers talk about almost every little aspect (positive and negative) of products and services online. Knowingly or unknowingly, they are providing incredible insights for brands to profit from. All one has to do is, listen.
Social media listening or monitoring (SML) tools are increasingly being used by companies for this very purpose.
What Useful Insights Can You Gain?
There are several theories on how SML can help brands and on the best way to put this weapon to use. And what do these theories say you can gain from listening to the scores of online conversations surrounding your brand? For starters, you can discover the popular sentiments that are associated with your name. You can get valuable customer feedback that can help you improve your products. You can even get ideas for developing new products. Not just that, you can keep tabs on your competitor’s activity and match their products, services, campaigns or offers. One of the most useful aspects of social media listening is online reputation management. You can get early warnings for potential reputation crises and tackle the problem before it gets out of hand. I have listed just a few of the advantages of social media listening. The perks are in fact manifold.
How Social Media Listening Has Helped Brands
Social media listening has helped several brands maintain or boost their reputation. For example, Dutch airline KLM identifies passengers’ experience at check-in, in the lounge, at baggage counters, etc. through their online conversations. Any problems in those areas, they immediately get on the case via social media. The popular online channel Netflix consistently monitors their audience, thanks to which they gained three interesting insights that convinced them to produce the US TV series “House of Cards” – love for David Fincher films (producer of the show) as well as Kevin Spacey films, and the popularity of the British House of Cards. They combined these three aspects to create the highly successful television show. There are numerous brands that are using social media listening today, like Cadbury, Coca-Cola, Dell, ICICI Bank, Whirlpool and British Red Cross to name a few. The growing space of Big Data Analytics is revolutionizing the business sector, greatly simplifying the process of information gathering for brands everywhere.
Germin8 brings together several industry experts who have gone beyond theory and have incorporated insights into business actions. Come and attend our discussion on “SOCIAL MEDIA LISTENING – FROM THEORY TO PRACTICE” to learn in depth how Social Media Listening has helped them in making important business decisions and how you too can move from Theory to Practice.
