Social Listening is a big buzzword over the internet that you might have come across regularly. Social Listening is a process of understanding and monitoring all digital conversations of the customers. The process includes tapping and understanding customers say or opinion about a product, brand or industry online. Social Listening has become a very important tool that is utilized by businesses to understand what their customers are saying about their brand.
Marketing teams of Businesses use social listening as a tool to understand customer problems, giving a response to their pain points by answering their questions, resolving their queries and complaints. Social Listening is not only used in resolving issues of customers but is also used to capture the positive remarks and feedbacks of customers. Thus social listening tool is utilized for managing the community of customers.
Why is Social Listening important?
With digital era, advancement customers have various digital channels at hand to provide their positive or negative feedback about a particular brand or industry either directly or anonymously. Social Listening helps businesses to monitor individual feedbacks, prioritize and evaluate the response or feedback given by customers. Then this feedback or response can be utilized by business to develop a new strategy or offers to:
- Appease existing customers
- Attract new customers
Thus the feedback received through social listening helps businesses to develop new offerings for either product and services or content and advertisement