Have you ever had a problem with something where you had to dial up that company’s number, listen to an automation recording, choose your number, and then wait for what seems to be an eternity on hold? That is a slow process isn’t it?
With the power of social you can now pass the phone, pass the waiting, pass the frustration, and have a front row seat to the voice of the business. So now that the customer and follower has a direct connection to your brand, you have to be on your toes in your communication.
Do you have certain strategies set in place to help your brand with the best customer service it can give? Here’s some tips you should recognize.
#1: Social Listening
One thing every serious marketer needs to be doing is to set up their social listening strategy. Monitor what people are saying about you. Take the time to answer the question before it is asked. Learn what the problem is in advance. Learn how to produce answers and help from social listening.
Don’t get social listening confused with social monitoring. In short, social monitoring sees trees and social listening sees the forest.
When you are able to successfully listen as a brand, you have succeeded in looking beyond the numbers and what the data can tell you about any one thing. It helps you to stay informed and personal with the follower and the customer, and they will always tell you what they need.
Do I have time for social listening?
Whether you’re a solopreneur on a journey to take control of the world or a large company, you should try to make as much time as you can to listen. This is such a tricky one too because time in itself is a tricky little devil.
Time can sneak up on you fast or it can occupy your attention on something that you could be doing later. Time is a raging beast and should be kept under lock and key.
When you can control your time, you can control your success.
Learn to manage your time on social wisely by setting up some social media mention notifications to help your brand never miss anything when someone is trying to contact you.
Don’t fight time, work with it.
Social listening, as with anything else, can take a chunk of this away. Regulate a part of your day for this. And anyone who is human has goofed off at least 10 minutes a day doing something they know is not productive.
That’s the funny thing about time, there’s so little of it. There are some great tools you can use to help manage your time a little more wisely.
Here are some social listening tools to get you started:
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