Social media: How much do you monitor?
IMP Canada has a variety of social media monthly packages and all of them have some degree of social monitoring included. Social monitoring is like babysitting. Your business is like your baby. It’s one of the most important things in your life and needs to be watched for carefully. As a community manager, I treat it in much the same way. It’s my responsibility to keep an eye on a company’s social media presence so that it can grow. So why is monitoring high on my priority list?
Let me ask you this...if someone says something negative or positive about your brand and you don’t hear it, did it really happen? Does it make a difference in how your brand is perceived online?
The answer is YES! Listening has never been more important. Here’s why:
You find out who is talking to you: Social media monitoring allows you to see who’s mentioning you, who is finding out more information about your services and who’s passing along your information to others. It’s just good business sense to be aware of who your customers are and who your potential customers could be.
You get the opportunity to engage with them: This is one of the most valuable aspects of social media and one that I see companies not take advantage of. Replying to a tweet or Facebook question is a great opportunity to acknowledge that you’re listening and helps to control the conversation.
You get to build their trust in your brand: By forming relationships online, you’re building trust – both online and offline. Participating in conversations and listening to what your customers say can really affect your business in a positive way. Your customers want to know that you care about them and that includes hearing what they have to say.
Word of mouth is the most effective form of marketing and one of the most trusted. 92% of consumers around the world say they trust word-of-mouth or recommendations from friends and family than any form of advertising. Thanks to social media, word of mouth has exploded. There are 400 million tweets per day on Twitter and 857 million users on Facebook. The way in which we communicate is changing. A recent study showed that one in five social network users prefer to communicate online rather than the phone or face-to-face. Think about how many people could be talking about your company right now? Are you actively listening?