Before you can showcase all of the things that your customers are saying about you online, you have to be able to find the content. If you’re lucky, your customers will tag you in their rave reviews, in-store photos or testimonials. But that doesn’t always happen. That’s where social listening comes into play.
Social listening is the ability to actively monitor what you’re customers are talking about when it comes to your brand. This helps you mitigate potential customer services issues as well as proactively engage beyond products, creating digital interactions that you know your customers will love. Because they told you.
Here’s a few of our favorite free tools for social monitoring and we included one for general digital marketing as well.
- Google Alerts. Setting up Google Alerts should be the first thing you do. Anytime your mentioned in a publication, you get an email. That way you know anytime anyone publishes a news story, blog post or scientific article about you online. We really can’t think of anything worse than getting really good press and not knowing about it.
- Social Mention. According to their description, Social Mention is a social media search engine that searches user-generated content such as blogs, comments, bookmarks, events, news, videos, and more. Here, you can ascertain your brand’s strength in presence and discussion, how passionate your advocates are and how influential your top advocates are within their networks. It’s pretty intense.
- Waffle. If you’re looking to monitor an event, or a hashtag in real-time, Waffle’ unique dashboard pulls in all of the content surrounding your brand into one place for you to interact with, curate and showcase on your website. Not only to you get a social listening service, you can respond to each post from within the dashboard and then select posts to send to your embed.
Social listening not only positions you a step ahead of your customers, it gives you that competitive edge on your competitors who wait for negative emails and Yelp reviews, wondering where they went wrong, or trying to bury them later with reputation management services.
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