It is more active because it analyzes the data and provides insights that will help you make better customer-focused decisions as a business. Social listening goes one step further and takes action on the data you have collected. Keyword monitoring as part of your social listening strategy is particularly important during a crisis when a brand wants to collect all coverage related to that incident. For example, social media monitoring might track: Like social listening, it is a form of reputation management, but it is less focused on action because it only tracks metrics. Social media monitoring on its own is more passive than social listening and typically involves identifying and responding to individual mentions. In order to listen, you need to monitor social media channels. What’s the difference between social listening and social monitoring? Social media monitoring in this way can be performed manually - but rather than your customer service team sifting through social media data by hand, you can use social listening tools to help you. It should not be treated as a “moment in time,” rather, just like social media itself, monitoring should be “always-on.” That way, if sentiment or trends shift, you have your finger on the pulse and you can adapt quickly where needed.
But with advances in technology, it’s now possible to surface this seamlessly from social media channels without having to ask, meaning you can effortlessly collect rich data at scale.Įffective strategies require continuous social media monitoring because by doing so you can constantly learn and uncover new insights, and continue to improve your business based on what users are saying. People regularly request feedback via surveys and other means. Social listening as a concept has been around for decades. These conversations and mentions may be directly aimed at the brand (talking or replying to your brand), or they may be broader where the brand is not directly mentioned (talking about your brand). More specifically for brands, social listening is the process of understanding the online conversation about your brand, as well as your products and services. Social listening is where you track conversations and mentions related to a chosen topic on social media platforms, and then analyze them for insights into what actions you can take that will improve the experience. Learn about Quatrics' social listening tools What is social listening? Which, naturally, is what social listening is all about.īut what exactly is social listening, and how can social listening tools help you to understand your customers more deeply? Even more importantly, how can you make sure your social media listening tools are worth your time and money? In order to harness the power of this data, it’s important that first, you listen.
Social media platforms are a treasure trove of data that can help you understand what people are saying about a chosen topic, which you can use to improve the experience for your customers, employees, product, and brand. As one of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy.
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