Social listening is the practice of identification and consideration of views and opinions of customers concerning brands. On social media, people air their feelings and thoughts in the form of free comments. These are valuable insights for the improvement of business architecture. Social media listening is more relational; it concerns how people relate to certain brands. It may involve assessing emoticons and slang that are effective because their sources (customers) are credible, and the information is unstructured. Therefore, brand owners need to listen to customers as they form the pillars of brand success. Listening to customers relates to leadership styles. Exogenic leadership facilitates a culture of organizational listening. Brands become popular and influential by listening. As a result, they influence other companies to follow suit.
In light of this, NetbaseQuid is the most active social media listener in digital marketing. The company listens to its customers and leads by example in the industry. Hence, it is a successful social media monitoring firm.
The importance of social listening
Interaction with customers
Every success-oriented brand owner understands that customers are critical for brand success. You get to know how customers feel about your brand. Without this interaction, leaders can only make assumptions about their reputation. Assumption-based leadership is no way to lead due to inaccuracy. Interactions with customers allow brand owners and marketers to get first-hand information about brand reputation. Since brands are relational, leaders get customers to connect emotionally with their brands by relating their brands with specific emotions. Customers can share their feelings with leaders about their brands. Comments sections on social media are great examples of venues for customer-brand interactions.
Customers are the most critical aspect of a brand. Social listening and social media monitoring are components of social media intelligence that helps brand owners gather input that backs up effective decision making. They also understand prevailing emotions concerning brands and reasons behind them, whether negative or positive. Emotional intelligence ensures brands concentrate on maximizing satisfaction and minimizing dissatisfaction. Negative comments may be unfavorable for your brand’s reputation as they tend to go viral compared to positive comments. Information and insights from the NetbaseQuid listening tool should enable brand owners to make necessary changes on time to prevent disaster caused by delays.
Making new market discoveries
NetbaseQuid presents brands with opportunities to shine in markets not explored yet. The social listening tool enables the gathering of market data, especially on market needs. Brand owners can use the data to develop meaningful relations with potential customers, thereby expanding the customer base. Potential customers include not only active social media users but also visitors who visit these sites. Most of the visitors who are new customers are mostly silently watching and learning about your brand. NetbaseQuid helps you to get relevant data on these visitors’ activity and create good impressions. Afterward, you will know how to respond to and relate with them on social media platforms. Responses include sharing relevant and enough information in the form of backlinks that may lead people to your brand website.
When brands listen to their customers on social media platforms, they allow suggestions for improving product and service delivery. Since successful brands are mostly concerned about their customers, brand owners should listen to what customers have to say. Listening enables leaders in such companies to obtain a deep understanding of customer problems. Afterward, they engage organizational members in critical thinking that generates ideas on customer value addition. Therefore, listening through NetbaseQuid enables brands to be disruptive industrial innovators.
Without practical social listening tools such as NetbaseQuid, brand owners cannot quickly identify industrial opinion shapers. Hence, brand owners should take advantage of these tools to establish valuable strategic connections with them. Such people could be celebrities or brand advocates. They could have an impact on your brand’s reputation.
Leaders seeking brand success should strongly consider NetbaseQuid for all their social listening needs.