A majority of brands focus solely on mentions online. As a result, they miss out on messages that mention their brand name differently or talk about their products without mentioning the brand name. Hence, it is important that businesses create a social media monitoring plan that enables them to find out what their target audience is saying. Of course, you need the right tools to monitor social media. Otherwise, you will have to perform time-consuming manual searches.
You may wonder why your business requires a social media monitor plan. Such a plan will not only allow you to streamline search parameters and mentions on various social media platforms but will also enable you to provide responsive, prompt, and fuss-free customer care. Invariably, customers will write or mention their concerns on social media and tag your brand. It is imperative that you catch these mentions, respond to queries, address issues, and identify potential brand advocates. This will foster brand loyalty and help your business thrive in a competitive marketplace.
Social media monitoring allows you to watch for any mentions of your brand and respond to comments. While this is a reactive strategy but it is effective as you get an opportunity to answer product-related questions, address complaints, and discuss your brand with a responsive audience.
However, social media monitoring is not just keeping a watchful eye on your brand mentions and comments. It also involves reaching out to consumers who mention your brand but do not tag you. When your business is not tagged on social media platforms, you will not get a notification. That is why it is essential that you use reliable and effective social media monitoring tools.
Businesses often confuse social media monitoring with social media listening. However, the two are different. When you monitor social media, you respond based on mentions, comments, and reviews. On the other hand, when you listen to social media, you not only look at the mentions but also follow industry trends to formulate your future marketing strategies.
Both social media monitoring and listening are vital for a brand. They should be part of your social media marketing strategy. Listening enables you to be proactive while monitoring is reactive. It is prudent to remember that without social media monitoring, it is not possible to create a social media listening strategy. When you actively monitor social media platforms, incoming messages can be tagged. Later on, you can use these messages to generate reports as well as listening queries.
One of the most common messages on social media platforms is that brands ignore comments, opinions, and feedback by customers or they do not respond to queries that potential and existing customers post. This leads to a poor brand reputation and negative comments and mentions on social media.
You want to make sure that your target audience feels that you are hearing them and taking measures to address their concerns and queries. Social media enables you to respond to customer requests within hours and not days. When you do this, your target audience is more likely to complete a purchase.
Social media platforms are filled with comments and messages that are not relevant to your brand or business. When you adopt social media monitoring, you do not waste time and effort filtering through your timeline. If you use manual searches, you could miss out on comments, feedback, and queries that do not tag your brand, mention your brand in a different way, or talk about your brand without really naming it.
Monitoring also ensures that you do not have to worry about dissatisfied influencers talking negatively about your brand because they did not get a response from you.
Social media monitoring ensures optimal customer service, lets you promptly handle customer complaints, identify key influencers who can further your brand, and create engagement with your target audience. That helps to create a positive brand perception and will help increase sales. So, if you do not have a social media monitoring plan, it is time to hit the drawing board and create one.