Social Listening

Tracking and analyzing conversation and trends related to brand.

Two-step process of Social Listening

• Monitor social media platforms for mentions of the brand and any related keywords
• Analyze the information and plan actions based on information collected

Social listening benefits

• Understand sentiment around your brand
• Engage with customers
• Address negative sentiment
• Analyze the competition
• Increase customer acquisition

Keywords for social listening

can help a company find conversations about their brand online.

• Brand and product names
• Slogans
• Names of key people in the company
• Industry buzzwords
• Hashtag related to the brand

How to do social listening

1. Identify keywords
2. Locate where people are talking about you
3. Find out what people are saying
4. Assess your competition
5. Learn what’s happening in your industry
6. Use a social listening tool

Best practice to engage with customers in social media

• Respond to comments and mentions
• Provide excellent customer service
• Respond to customer quickly
• Develop an authentic personal voice
• Know your audience
• Create valuable content
• Get creative;
  • contests
  • polls
  • quizzes
  • asking questions
  • spotlight customers customers
  • Elicit user-generated content
  • coupons and discounts

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