Yes. Your friends probably take you seriously. Without a doubt, your favorite boss also listens.

Pero bakit nga ba napaka halaga ang gumamit ng Social Media para mai-promote ang iyong Negosyo pero isina-sawalang bahala ang needs ng iyong mga customers, lalo na ang negative reviews?

Kung gusto mong magtagumpay sa Negosyo, hindi mo iyon hahayaang magtuluy-tuloy. Bukod sa pag improve ng customers satisfaction, mayroon ding advantages ang social listening.

Ang well-planned social listening strategy ay maaaring ma improve pa ang iyong brand reputation at mapalago pa nito ang word-of-mouth advertising.

Tandaan na, 76 percent ng mga customers ay pipiliin na bumili sa isang well-known brand over a rival when they feel a connection to it.

Learn how to develop a social listening strategy that will revolutionize your company and put your brand miles ahead of the competition.

Ano ang Social or Audience listening?

Kung ide-define mo ito, ang audience listening ay ang proseso ng pagsubaybay sa kung ano ang sinasabi ng mga tao tungkol sa iyong company, sa iyong produkto, o ang iyong mga karibal sa digital media channels.

Maaari mong gamitin ang audience listening para mas maunawaan ang mga pangangailangan at kagustuhan ng iyong audience.

Ito ay isang mabilis at simpleng paraan upang makakuha ng detailed understanding sa iyong current and potential customer while also digging deeper into audience research.

Bukod pa rito, makakatulong ito sa pagbuo ng pangmatagalang connections sa iyong audience.

Ang pagsubaybay sa mga pag-uusap na nagaganap sa mga social media platform ay isa sa popular at efficient method para sa audience listening. Social listening ang term para dito.

Magandang ideya na subaybayan kung ano ang sinasabi nila dahil pinag-uusapan ng mga tao ang iyong brand o mga paksang nauugnay sa iyong industriya araw-araw.

Knowing this will enable you to develop better audience personas, content, and digital marketing strategies.

Anu-ano ang mga benefits ng Social Listening?

Maraming benepisyo ang paggamit ng audience listening sa iyong marketing activities.

It will help you to…

Stay on top of developments in your market to strengthen industry knowledge – ito ay importante sa mga B2B marketers
Track what people are saying about your brand on social media and other online channels like websites, blogs, and news articles
Monitor competitor mentions, updates, and announcements online
Develop new ideas for your content, messaging, and campaigns
Understand the needs and motivations of your audience and enhance customer service
Adapt products, services, and propositions to suit existing and emerging customer needs
Build a rapport with your audience and cultivate a meaningful and long-term relationship
Help you react and prepare for a social media crisis or brand incident

How to listen like a Pro?

Here are four steps that will help you listen like a pro!

Step 1 – Identity what to listen out for

Step 2 – Spy on your competitors

Step 3 – Learn how to respond to comments, compliments, and complaints

Step 4 – Take action

#1 Identify What to Listen Out for

Ang unang bagay na kailangan mong gawin ay ma-identify kung ano ang sinusubukang ma-achieve ng iyong social listening strategy – the ‘what’ and ‘why’.

Your social listening objectives should align with your overall digital marketing strategy. Examples of what you can monitor in your social listening are:

Brand mentions
Industry developments or innovations
Identify and follow competitors
Customer feedback – complaints, compliments, and otherwise
Selected keywords
Topics related to your company or industry
Relevant and targeted hashtags
Discussion groups – LinkedIn, Reddit, Facebook, or Google groups

Tracking a few or all of these will give your insight into your audience, your industry, and your competitors.

This will help you to craft better content and use channels to raise brand awareness and drive engagement.

#2 Spy on your Competitors

It’s always wise to keep an eye on your competitors to find out what they are doing, especially if they’re creating a buzz or driving engagement.

Maari mong magawa ito sa pamamagitan ng social media metrics and social intelligence tools.

Pay attention to your competitors’ most engaging content types and themes, conversations, promotions, and posting times.

#3 Learn how to respond to comments, compliments & complaints

There is no point in ignoring what your customers are saying, whether it is positive or negative if you are setting up social listening to monitor mentions.

Every company has received a negative review at some point, or perhaps even a fake one, but how you respond to it distinguishes your brand.

Reach out if you see a complaint or someone complaining about your goods or services.

Begin with an expression of regret, such as “I’m sorry you’re having this experience,” and then address the matter at hand. Offer to have a private chat or another type of conversation to resolve the issue.

Demonstrate your concern and desire to do your best to retain their business. For comments on social media, it’s important to respond quickly.

Kung ito man ay positive tweet or post, then express your thanks and add personalization if the comment allows it.

Para sa negative comments, again thank them for taking the time to comment but offer them the chance to talk to someone or reach out with more details so you can help solve the issue.

#4 Take Actions

Every week or month, pull out your updated spreadsheet and give each tab a fresh look.

Are there any recurring themes or patterns in your complaints that you could use to create more effective content or enhance a service?

Kung gayon, dapat mo itong I discuss sa iyong customer service team upang makita kung makakahanap ka ng pangmatagalang solusyon sa mga problemang nararanasan ng iyong mga customer.

Upang makakuha ng higit pang feedback, maaari kang makipag-ugnayan anumang oras sa pamamagitan ng isang email campaign o isang social media poll.

Magandang pagkakataon din ito upang makakuha ka ng mga feedbacks na maaari mong magamit para mas magkaroon pa ng kredibilidad ang iyong marketing campaigns, halimbawa na dito ang sales collateral o kahit na ang website copy.

How to deal with a crisis using Social Listening?

Social listening can help you learn what is being said and head off problems when dealing with unfavorable feedback or even a potential crisis. |

Social listening may occasionally be the first sign of a problem with one of your products or a significant brand incident.

When an issue does occur, follow the three A’s.

Acknowledge – The first is to acknowledge the issue, internally and publicly. Do not stop social interactions or hideaway. Get in front of it and show you are working to resolve it.
Apologize – Depending on the situation, craft an apology that’s authentic and human-led. Avoid corporate speak as customers will think you’re just going through the motions. Lead with a human voice and consider bringing in a senior member of the team to comment if required through a video or statement.
Address – Irrelevant to the crisis, an apology alone will never be enough. Customers and the wider public want to know how you are going to resolve the issue and assure them that a similar crisis will be avoided in the future.

Use Social Listening to know your Customers Better

Social media provides marketers and companies with a wealth of information about their customers and brand.

Ang challenges lang dito ay kung paano mo ito magagamit ng tama at mas effective to analyze data to drive business insights. 🙂

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