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Social listening helps you to understand your customers

June 21, 2015 by in category News, Social Media with 0 and 0

Social media has become firmly rooted in our collective consciousness. It plays a huge part in our personal and professional lives, and it is one of the most powerful business tools we have access to. When it comes to using social media in business, the art of social listening is crucial.

Every person that visits your professional social media page is essentially a potential consumer or client. When they like, comment, tag, share or interact with your page in any other way, they are attempting to connect and engage. Your business can benefit substantially from learning how to excel at social listening and offer your audience a genuine response.

Social listening refers to tuning into the right conversations with the use of the right tools. It is the practise of tracking online conversations with regard to a particular brand, word or phrase. You can watch feedback, questions and comments in order to discover what your customers want. You can then provide them with the right products, services and interesting and engaging web content, keeping existing customers happy and appealing to new ones. Social listening is a combination of paying close attention and responding appropriately.

The process involves identifying the most important parts of a discussion and finding the right balance between listening and connecting with customers and contacts in a valuable way. It can be used to ignite new conversations, gain audience insight, highlight influencers and advocates of your brand and secure customer support and sales opportunities. Research has revealed that 9 out of 10 online consumers fully expect to receive a consistent experience over multiple contact channels. This means that your audience is talking all over the web and when they talk to you, they want a response. 70% of buying experiences are based on how customers feel they were treated. It is important to ensure your customers feel listened to and create a satisfied online community.

Our Middlesbrough-based web designers and social marketing specialists can help you to make sure you’re engaging with your audience in the right way. If you need a free marketing report, we are happy to oblige. We can carry out a thorough assessment and offer you a cost-effective service that will fully optimise your professional website.

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