A brand’s reputation is what can make or break your brand image. A consumer’s perception of your brand could be considered a reality that will affect the success of your business. Social media functions as a sound board for customers to share their experience; customers use this space for inquiries, feedback, and comments. Customer relations are being redefined. Brands should always make sure that they’re part of the conversation.
It is essential for every brand to have a real time social listening tool; tracking mentions and analyzing conversations equips brands with the right knowledge that will bring you a step closer to a better user and customer experience, better content, and overall effective marketing strategies.
Managing your brand reputation requires discovering and analyzing accurate and relevant insights about your brand image. It involves taking those insights and turning them into an actionable plan to create content opportunities, engage with your audience, and improve your brand image.
Here are the 3 reasons why social media listening is a game changer for brands reputation:
1. Improve customer experience
An experience with a brand is what sticks. It’s what keeps customers coming back. Businesses are not only about attracting new customers. It is about forming a lasting relationship with the current ones. Customer retention is just as important as gaining new customers.
Social listening helps you see:
- Common issues customers are facing
- What are customers looking for
- What other brands are getting right or wrong
- What do customers think of your brand and competition
Customers use social media as an alternative to contacting a brand’s customer service team. They are more likely to tweet against the company, post a negative review, or send a message to the company. Brands need to be able to manage such crisis situations without wasting anytime. There must be a system put in place for responding to customers and turning their experiences into positive ones.
2. Benchmark your brand's presence
In every industry, businesses are about the survival of the fittest; it is about always being aware of the latest trends and happenings. To listen is to be attentive to what customers are saying. Understanding your position in the market provides an idea of the true effectiveness of your communication. If you are focusing only on your own share of voice, then there is a big part missing. It is crucial to measure yourself against your competition to truly understand the value of your brand.
3. Predict what your consumers want
In such a fast moving environment, it is not enough to only look at past social media trends, the real value is in forecasting the future trends through consumer behavior. Marketers need to think how the data can be analyzed to help create a content strategy moving forward.
Content analysis and sentiment analysis are key metrics to build creative content that would connect with your audience. Social listening is a perfect way to find out what your target audience is interested in. This will identify what content they will engage with. You can monitor keywords related to your brand and industry.
Depending on your business goals, a social media listening tool can help you achieve this goal by bringing insights into how your content is received by consumers and what happens to it once it's published online. Social media listening is worth the effort to be able to keep track of the image of your brand among consumers.
Crowd Analyzer helps you look at beyond the data of mentions, engagement rate, and industry trends. It looks at numbers to consider the meaning behind the data. It helps you understand how people feel about you and your competitors as well. Our Insights & Reporting team is here to support you with extensive data and industry expertise. They will provide you with accurate insights, reports, and recommendations that aim to keep your brand reputation intact.