Social Media Monitoring
SOCIAL MEDIA MONITORING
Social media monitoring is designed to provide you with several benefits. One of the more important ones knows what people are saying about you, your company, your products, your service, your brand, and your customer service, your voice in the collective community and anything else that might cause an emotional reaction.
Listening to the “voice of the customer” has become a rallying cry for companies trying to improve business performance by meeting consumer needs in a more effective and timely fashion. New forms of market research have evolved to try to get an ever-purer version of this voice.
The growth of social media over the past five years has given them a new tool. For the first time, the evanescent communications that happen over the water cooler or the backyard fence can be tracked, analyzed and used by marketing, brand management, market research, customer service, and public relations functions. The challenge is no longer finding consumer discussion of a brand or product, but sifting the relevant and insightful comments from the useless chatter and turning the findings into business value.
Customers are only customers as long as they think they are getting more value from your offering than they are paying for. That may sound basic and shallow but it is what it is. If people think your firm is a sham they’ll say so and impact a lot of others who may do damage to your collective public brand. Social media monitoring is not for the faint of heart. It is a game played by the big boys of business and is not cheap.
What is it? It’s basically hiring people to seek and find online comments being made about your business practice, good or bad, and many times is less than flattering. Can this type of monitoring on the World Wide Web actually make a difference to your bottom line? Such activity is like creating a position in your firm for a Director of Buzz Management.
Measuring the conversation taking place when you’re not listening is what it’s all about. This is edgy stuff, designed to tell you what the public is saying whether or not there is any truth to it. Call us at 562-577-7000 for more detail on how we can work with your firm to deliver such public sentiment to your most interested team members.