What Is Social Listening?
70% of conversations about your brand do not include your brand’s social media handle.
As defined by Hootsuite, social listening is the act of tracking your social media platforms for mentions and conversations related to your brand. Then analyzing them for insights to discover opportunities to act.
And according to Awario, it is the process of tracking mentions of certain words, phrases, or even complex queries across social media and the web, followed by an analysis of the data.
For example, social listening can help you improve your product by capitalizing on competitors’ weaknesses customers complain about. Social listening can also help you manage your reputation, enhance your customer service and generate leads.
Here are some facts about social listening that may surprise you.
Only 30% of social media mentions of brands include their handle.
By not using a social listening tool you’re ignoring 70% of the conversations about your business.
60% of consumers expect brands to respond within an hour.
68% of customers leave a company because of its unhelpful (or non-existent) customer service.
Therefore, not responding to those conversations can have financial implications on your business.
