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8 PAIN POINTS SOCIAL LISTENING SOLVES FOR BUSINESSES


When you talk, you are only repeating what you already know. But, when you
listen, you learn something new – Dalai Lama. The customer is the king of any
business, whether in the B2B or B2C domain. Knowing what customers say about our
business, products, services, and offers is crucial to ensure our success. It
can help us uncover valuable insights and act on them to improve our offerings,
refine our strategies and better engage with our customers. This is where social
listening comes in. Wondering what social listening is? Here’s a simple answer.


WHAT IS SOCIAL LISTENING?

Social listening is the practice of monitoring, analyzing, and responding to
online conversations on social media platforms in real-time. It helps us
understand what our customers are saying about our brand and helps us identify
opportunities to better engage with them. Moreover, social listening also
involves competitor analysis. We can use different social listening tools to
monitor our competitors and gain valuable insights into their strategies. This,
in turn, can help us create effective strategies to stay ahead of the
competition and better serve our customers. Social listening is carried out by
closely monitoring user posts, comments, hashtags, keywords, and other
indicators of customer sentiment on social media platforms like Twitter,
Facebook, Instagram, YouTube, and Reddit.  The data obtained from these
platforms can be used to identify customer pain points and needs, evaluate the
success of our initiatives, find market trends, build customer relationships,
and more. Simply put, social listening helps us stay ahead of the curve. It
helps us anticipate customer needs, refine our strategies, and better engage
with them and ultimately improve overall customer experience. In this blog, we
will look at some of the pain points it solves. You May Like : 4 Reasons to
Start Using Social Listening Today


8 PROBLEMS THAT SOCIAL LISTENING SOLVES

Social listening solves numerous pain points for businesses across industries,
but here are eight of the most common ones:


TRACKING POTENTIAL CUSTOMER JOURNEY

The customer journey is the most important aspect of any business. It refers to
the entire customer journey, from initial contact with a business to becoming a
loyal customer.  The customer journey, helps businesses uncover opportunities to
refine their strategies and better engage with customers. That being said,
tracking the customer journey can be a daunting task. Social listening helps
businesses track the customer journey by tracking user conversations and posts.
This data can be used to better understand what customers want, develop relevant
strategies, and ensure a seamless customer experience. For example, suppose a
customer posts on Twitter about a product they like. Through social listening,
the business can track this conversation and use the data to further refine its
strategies for engaging with customers.


TRACK AND MEASURE AD CAMPAIGNS

Ad campaigns are an essential part of any business’s digital and offline
strategy. But, it can be difficult to track and measure the success of a
particular ad campaign.  Is the campaign good, great, or just doing okay? Many
businesses struggle to answer these questions. But, with social listening
metrics, businesses can easily track and measure ad campaigns with a high degree
of precision. It provides us with valuable insights into customer sentiment
towards a particular ad campaign, allowing us to make informed decisions about
its success. Many businesses, in fact, create a dedicated hashtag for their ad
campaigns and use social listening to track customer conversations using the
hashtag. This helps them measure the success of their campaigns in a much easier
way. For instance, Coca-Cola launched the Share A Coke campaign, which focused
on personalized bottles of Coke. They created a dedicated hashtag, #ShareACoke,
for the campaign.  Using this hashtag, we can easily track customer
conversations about the campaign. This gives us valuable insights into the
success of the campaign. This, in turn, allows us to make data-driven decisions.


ANALYZE CUSTOMER FEEDBACK & REVIEWS

The success or failure of a product, service, or marketing campaign of a
business is often determined by the customer feedback and reviews it receives.
Therefore, businesses need to keep track of customer feedback and reviews.
Social listening helps us do just that. It allows us to track customer
conversations about a particular product or service, allowing us to understand
customer opinions about the product better. This data can then be used to
improve products, services, and marketing strategies. For example, take the
earlier versions of the OnePlus phones. The company had a strong, dedicated, and
loyal community of users, which provided a lot of feedback about the phones. 
The company was able to use this data to refine its strategies for future
versions of the phone. This led to the massive growth and success of the OnePlus
brand.


EFFECTIVE COMMUNICATION WITH TARGET AUDIENCE

Nowadays, communicating with the target audience is as important as providing
great products and services.  Businesses have to be able to engage with their
customers in the right way and at the right time in order to ensure success.
They must also rectify wrongdoings or address customer complaints quickly and
effectively. Social listening can help businesses do just that. It provides us
with valuable insights into customer needs and expectations, allowing us to
craft relevant strategies for engaging with the target audience.  This helps us
build trust and loyalty among customers, thus promoting business growth. For
example, Netflix is well known for its effective communication strategy with its
target audience. The company uses social listening to track customer
conversations and posts, allowing it to create relevant messages that resonate
with its target audience. This helps them build a strong connection with their
customers and promote healthy brand loyalty. Similarly, Pepsi quickly apologized
for a controversial advertisement featuring Kendall Jenner released in 2017.
They used social listening to identify customer sentiment about the ad and
respond accordingly. This helped them maintain a good reputation and prevent
long-term damage to their brand.


HELP COME UP WITH CREATIVE CONTENT MARKETING IDEAS

Nowadays, viral content and campaigns are considered the holy grail of content
marketing. Creative ideas and strategies can often help businesses stand out
from the competition, helping them to attract more customers and promote their
brand. Social listening can help businesses come up with creative content
marketing ideas. It provides us with valuable insights into customer
requirements, allowing us to deliver content that resonates with them. We can
also use it to monitor competitor activities, allowing us to come up with
original ideas. For example, after the viral success of the recently popular
Zomato and Blinkit hoarding ads, many companies jumped on the bandwagon to
create even more creative taglines.  The best one, however, in our opinion, was
Netflix’s, “Friday Mangoge, Wednesday Denge” tagline, which was used to promote
its upcoming series based on the Addams family – Wednesday.


IMPROVE CUSTOMER SERVICE

Customers expect the highest level of service from their favorite brands and
businesses. They want brands to be able to address their queries, complaints,
and suggestions quickly. If any business fails to do so, it can lead to customer
dissatisfaction and, eventually, the loss of customers. Social listening is an
effective tool for improving customer service. It allows us to monitor customer
conversations in order to identify queries and complaints quickly. This helps us
address them before they escalate into bigger problems. Taco Bell, the popular
fast-food chain, leverages social listening to identify customer queries and
complaints. They quickly responded to each customer individually on Twitter and
other social media platforms. This helps in improving their customer service and
building trust among their customers. Similarly, almost every major business
today has implemented a social listening strategy in order to ensure better
customer service. This helps them to maintain a good reputation and promote
healthy customer loyalty.


INCREASE REACH & AWARENESS IN LESS INVESTMENT

As businesses, we want to reach out to the maximum number of customers. However,
it comes with a hefty price tag of investing in marketing. This can be a big
issue for small and medium businesses. Social listening can help increase reach
and awareness with minimal upfront investment. All businesses need is a powerful
social listening tool and a team dedicated to monitoring customer conversations.
Social listening tools come with a variety of features that can be used to track
customer sentiment and conversations. This helps businesses identify topics
people are discussing and trends they are interested in. This, in turn, helps
them enhance their reach and create awareness about their brand. For example,
Chipotle, the American chain of fast-casual restaurants, uses social listening
to find social media influencers who are part of their target audience. They
then collaborate with them to create new content or reshare their content on
their social media channels. This enables them to reach a wider audience with
minimal effort. Also Read : 20 Benefits of Using Social Listening Tools For Your
Business 


IMPROVE CONTENT PERSONALIZATION

Personalized content is slowly becoming the go-to for any business looking to
boost its engagement and conversions. However, creating personalized content can
be quite a hectic task.  Moreover, even after creating the content, there is no
guarantee that it will reach the right people. This can be a real struggle for
small and medium businesses that do not have much budget to invest in marketing.
Social listening can be a great way to overcome these challenges. It helps us
get a deep understanding of customer needs, preferences, and interests. This, in
turn, helps us create content that resonates with them and offers a personalized
experience. For example, Amazon provides personalized recommendations to its
customers based on their past purchases and browsing history. This helps them
increase engagement and conversions, as customers are more likely to buy
something they have seen or heard about.


CONCLUSION

Social listening is a powerful tool that helps solve a variety of pain points
for businesses, such as the ones mentioned above.  By using social listening,
businesses can reap the benefits of improved customer service, increased reach
and awareness, and content personalization. These advantages can help businesses
grow their business and acquire loyal customers. Therefore, it is important to
have an effective social listening strategy in place for any business that wants
to stay ahead of the competition and be successful.  Konnect Insights offers a
robust social listening tool that can help businesses track and analyze customer
conversations and develop an effective strategy. Contact us today to learn more!


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I just discovered this tool - https://konnectinsights.com and I think it would
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