Social media has made businesses all across the globe, stand up and take notice of this phenomenon. But with social media, you just cannot keep away from monitoring. In fact, monitoring social media is crucial to any business’s social media success. In this blog, I will tell you everything you need to know about social media monitoring. Have a look!
Why Is Social Media Monitoring Important For Your Business?
Social media is the new-age customer support. Earlier, whenever a customer had a problem with a company’s service, he/she would call them up. The customer support helped solve the problem (let’s just look at the brighter side of the picture).
Now-a-days, people don’t use the phone anymore. Whenever they have a problem now, they get on some or the other network, Facebook, Twitter or Youtube. For example, have a look at this video in which a customer took the assistance of Youtube in order to drive home the point against the airline company. It went viral, by the way.
So, companies need to know what is being said about them across various social networks. And many need to go a step further by listening to what is being said about their competition. This will help in stopping a major PR breakdown later on.
Where Should A Business Look?
Typically, businesses must start with themselves – What is being said about them, their services, their employees, their offers, campaigns, anything.
Next, they must track the talk going about their competition. Furthermore, they can track their competitors’ employees and the whole “hiring and firing” cycle.
Tracking their area of specialization is another key strategy. Any new development must be reflected by your business with reference to new technologies, marketing strategies etc.
What Are The Metrics Businesses Look Forward To?
Mostly, metrics tie back to three essential requirements. Here they are –
- Awareness – The number of mentions that your brand is getting coupled with the positive/negative sentiment that your brand is generating will tie back to awareness.
- Sales – Things which tie back to “Sales Metric” are the Click-through, or offer redemptions.
- Loyalty – If you want to know how to gauge this metric then you need to know the amount of recommendation your brand is getting from your customers.
One must know that monitoring a social network alone cannot help you get the complete picture. You need to take the assistance of many networks. Remember, monitoring can make or break your social media campaign. So, be very careful.
