Social Media Agency Jakarta: The Importance of Social Listening
As any man would know, listening is not so easy when it really matters.
Being one myself, and as a person experienced with Social Media Agency Jakarta, I find that the old adage of our inability to open our ears and listen to what people are saying to us often hinders us in our progress.
So perhaps it’s not that surprising that brands handled by Social media Agency Jakarta often bor- row this trait and find themselves missing out on a plethora of vital information given by the public. While many companies know that it’s essential to build a solid reputation and following on its social media and that it’s ideal for your brand to become a household name as that’s when you’ve attained a high brand awareness, things aren’t always so black and white. The last thing you want is to develop a reputation for all the wrong reasons — bad service, scandals, and other issues can cause negative social media mentions.
Due to what can suddenly become a tricky situation, it’s vital to consistently track your brand’s social media channels and look out for any red flags. That’s where social listening comes in.
So what does it mean? What are social media listening tools and why is it important? What benefits can you have from fully accessing them and utilising its potential?
Social listening is the monitoring of your brand’s social media channels for any customer feedback and direct mentions of your brand or discussions regarding specific keywords, topics, competitors, or industries, followed by an analysis to gain insights and act on those opportunities.
Therefore, allows you to create the kind of content your followers actually want, come up with new ideas based on industry trends, improve your customer experience by interacting directly with customers, and continuously shift your customer strategy to fit the current need.
Important Factor of Customer Needs : Listen What They Want
In general, it’s important to come to these conclusions because it promotes a customer-centric mindset in your company. Rather than making assumptions about what your customers want or need, you should hear exactly what they’re saying. It’s common for people to publicly share their opinions — whether they be about the political state of our nation or about the latest meme — so it’s no surprise they do the same about the brands they interact with.
The following are four vital reasons for Social Media Agency Jakarta to start using social listening as soon as possible.
1. Keeping Track of Growth
Sometimes, brands face scandals or serious issues. Things happen, but even one incident can cause a wave of negativity to plague your social media. It’s easy to ignore a couple rude com- ments here and there, but it’s troublesome if the negative ones seem to outweigh the positive.
This is a great time to use social listening. By analysing the recent incident, you can do some research and see if the rise in negative comments has actually led to a decrease in followers, sales, or whatever metric you choose to investigate. Then, you can determine whether serious measures need to be taken in response, or whether it’s simply a phase with no lasting effects.
2. Customer Appreciation
Customers want to feel heard on social media. According to the latest research, 83% of respondents like when brands respond to questions, and 68% find satisfaction when brands join conversations. Being responsive on social media clearly makes a difference; after all, 48% of customers make a purchase with a brand who is responsive to its customers and prospects on social media.
They want you to respond. But, it’s more than that. It’s about using social listening to thought- fully craft responses that provide real value. Those are the kinds of responses that will elicit brand loyalty and increase customer retention rates.
3. Discovering Opportunities
Often, your customers do the work for you. When many customers start complaining about the same problem — or rooting for the same win — it’s a sign that that’s something to take note of and run with. Rather than simply monitoring these changes, you can use social listening to find ways to innovate on the changes.
For instance, maybe you work for a fitness centre. Your customers have been sharing how frus- trated they are about fitness classes filling up so quickly. There is an opportunity there for you to consider creating more classes, opening up more spots in each class — which may require moving to larger spaces — or putting a limit on how many classes any one individual can sign up for in a week. Any of these options may have pros and cons, but testing out different meth- ods can relay important results and, hopefully, satisfy more of your customers.
4. Increasing Customer Acquisition
Social media holds many opportunities for broadening your reach to prospects. After all, your followers aren’t just your loyal customers; they’re also simply people who enjoy your content or who fell upon your social media. These are the kinds of people who you should be targeting.
Using social listening, you can discover the kinds of content that those who follow and mention you enjoy by viewing their posts, shares, hashtags, and photos. Then, you can accordingly cre-ate relevant content that matches their taste and will ultimately draw them into your brand.