Tuesday, August 20, 2013

4 Right Ways for Listening to Your Customers on Social Media

On social media, listening to your customers is most vital for the success of your business.

Social listening is important for businesses because this is one way to understand what their customers and target audience are saying on social media– what are they talking about, how they feel about their brands/products/services, and what are their needs and wants, what do they expect from customer service et al. Using Social Media Monitoring tools, businesses can use this vital information to improve products and services, enhance customer service, find the correct takers for their products and above all, offer customers tailor-made services.

But the question still persists – how to use Social Media Monitoring tools for effective listening?

Here’s how:

Understand Your Goals and Objectives:

Business organisations must first be very clear about their business goals and objectives. Once you are clear on this one, you can structure your social listening methods around your goals and objectives. Else, you will be listening to everything on the social and not know which piece of information is beneficial to your business and which is not.

Pay Attention:

Not just listen to your customers’ conversations but pay close attention to what they are saying. How is their tone of voice – good, bad or ugly? Do they seem happy with your products or can you sense a palpable dissatisfaction? What your customers say and more importantly, how they say it are all critical indicators of your brands’ reputation and its customer perception.

Filter Signals from Noise:

Once you have understood what part of your customers’ conversations are useful to your business goals, the next step is to separate the usual talk from that relating to your specific objectives. Social Media Monitoring tools are a huge asset to businesses in this aspect.

Covert Customer Talk to Your Tactic:

As I mentioned earlier, your customers’ social conversations are enriched with actionable insights. Therefore, business cannot afford to take this phenomenon lightly. Therefore, along with social media monitoring, it is also essential to analyze, decipher and decode your customers’ conversations.

Henceforth, businesses must equip themselves with tools that offer both social media monitoring and social media analytics to make sense of what they are listening and glean critical, actionable business insights from their customers’ conversations.

To learn how Shout Analytics can help your business with both social media monitoring and analytics, write to us at info@shoutanalytics.com


  1. our block is very best for community
    Conversation on social media channels reflects the reality, if social media monitoring is done properly. There are lots of irrelevant posts which are some how linked with the particular keywords which cannot be controlled. This is the reality and biggest drawback of machine level social media listening done using social media monitoring tools, for example in case of drug monitoring there are lots of irrelevant posting done from various pharmacy chain which has only mention of brand name. In this case if post is not properly tagged by author type and relevancy, sentiment analysis can not be done because it just a mention of the drug and if you consider it as a post, which normally happens in case of machine analysis (through natural language processing tools) it gives a wrong picture. To avoid that you need to include human intervention and focus on relevant content.
    #Brand #monitoring or #Product #Listening

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