8/18/2023 0 Comments Hubspot social listeningYour brand can respond by introducing these features in your next product release, which delights existing customers and may help you attract new ones at the same time. You discover many of your social media followers are talking about the lack of certain features in business software. Just like McDonald’s did with all-day breakfast, your brand can use social listening to uncover opportunities for customer and business growth.įor example, let’s say you are in charge of marketing for a software startup. adults expect brands to respond to consumers’ comments on social media within 24 hours, according to a report from Clutch).ĭoing so helps you maintain a positive brand sentiment by showing customers you care about what they have to say. So you can respond right away (83 percent of U.S. To avoid this, you want to check the conversations about your brand on social media consistently. On social media, negative brand sentiment happens when customers’ moods around your business are more negative than positive. If you’re not listening to what’s being said about your brand on social media, then you could miss negative comments – and the opportunity to respond to them. In a separate study from Sprout Social, 68 percent of customers like when brands join conversations. Even more convincing, 48 percent of customers purchase with a brand that is responsive to its customers and prospects on social media. Not only does social media listening help you improve the customer experience, but customers also like when brands respond.Īccording to research done by MarketingCharts, 55 percent of consumers reported that “liking” or responding to a customer was one such behavior that helps brands connect with consumers. With social media listening, you can use the information available to you, to guide your strategy – both in everyday actions and in the bigger picture. It responded accordingly, to the delight of many customers. Either by directly responding to them on social media or indirectly responding with changes to your business or updated content that relates to a trending topic or ongoing concern.įor instance, did you know McDonald’s introduction of all-day breakfast was born from social listening? The fast-food company discovered more than 300,000 individual tweets encouraging it to offer breakfast at all times. Social listening helps you put customers at the center of your digital marketing strategy. Social listening anticipates the future needs of customers by taking note of what is being said right now and acting on it. Social listening is different than social media monitoring, which focuses on what people have already said and done.
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