Social media listening: How to monitor brand mentions and improve customer satisfaction

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Staying aware of potential issues on your brand’s social media channels is paramount, as the landscape can swiftly become unstable.

A survey took place to learn more about social media usage, the significance of social media marketing, the effect of social media on organizations, and how its influence will change over the future years.

Specific findings from the survey revealed a growing trend toward using social media scheduling tools for customer engagement and support, highlighting the need for businesses to invest in a solid social media strategy.

If you don’t have a social tracking strategy, you’re missing valuable insights for expanding your business. For example, you can find out what your potential customers think of your company if you watch the talk about it online.

This article will discuss social listening and its role in developing successful marketing strategies for businesses and organizations.

What is Social Media Listening?

The process of social listening entails keeping an eye on your company’s social media accounts to detect any references to your brand or relevant terms, subjects, rivals, or sectors that your audience discusses.

Brand monitoring entails searching for references for your brand on social networks, newsgroups, blogs, and other websites. Sentiment analysis can classify these comments as favorable, harmful, or impartial.

The importance of monitoring brand mentions on social media

As a company, you should value the opinions of the people you’re trying to reach. Disagreeing with discussions about your business on social media can still provide valuable insights into customer perceptions. How the public perceives you and your reaction to criticism can significantly impact your business’s success.

1. Increase in the efficiency of online marketing campaigns

Brand mentions enable you to go where your customers are. You’ll know how to allocate your marketing campaign’s resources most effectively. By monitoring user-generated content (UGC) related to your company, you can determine which online communities are most active among your target audience.

Brand references are valuable because they show where your target demographic spends time online. Furthermore, brand mentions will assist you in monitoring the most recent marketing developments in your field.

Or if you want to aggregate all the content that mentions your brand, you can use a UGC platform. It will help you to collect, curate, and repurpose user-generated content.

2. With brand mentions, you’ve got the key to quality backlinks

Such backlinks are highly beneficial in terms of rankings on Google. When high-quality sites connect to your site, it helps to boost your SEO rating.

The Google algorithm recognizes that you are providing worth to a broader range of information searchers, which boosts your online reputation. When you continue to receive links from high-quality sites, Google notices your name and pushes your connections higher up in the SERPs.

Track all online references and organize your marketing to get referrals from Brand references. Writing news-based pieces or long-term material in your field can also help. Identifying leaders and employing NoFollow or DoFollow connections will also assist you.

3. Brand mentions ensuring an immediate boost in sales

Brand references will also improve your SEO, allowing you to expand your customer base. In addition, your business exposes you to new groups that you would not have been able to reach otherwise, in the way it benefits SaaS SEO.

Users who arrive at your website via brand mentions are more likely to believe you. It will eventually force them to use your services.

4. Offering sustainable social proof is the inherent nature of brand mentions

Mentions of brands are a form of free advertising. When people see that you are a leading website in your field, they will want to learn more about who you are and what you do.

They will think of you when they need what you sell because a friend recommended you or your company was included in a compilation of the top sites and companies in a given field.

Search engines like Google will give your company a higher SEO rating if they determine that your product, service, or content is trustworthy and provides real value to your target demographic.

5. Enhancement in your customer retention abilities

Brand mention tools allow you to monitor all your social media profiles simultaneously. In addition, tracking references of your business can help you learn how satisfied your customers are with your offerings.

You can also find dissatisfied consumers early on with the help of tracking tools like Locobuzz, Crowdfire, SproutSocial, etc. Then you can persuade them that your products are the finest available, and they will spread the word.

Benefits of social media listening

The following are some of the advantages social networking can bring to businesses:

  • You can gauge the success of a social media marketing campaign by looking at how well its target audience received it.
  • Comparative studies can collect social media discussions to gain insights into rivals’ performance.
  • By keeping tabs on crowd reactions in real-time, businesses can learn what makes a virtual meeting particularly successful.
  • When a business monitors conversations using social features like hashtags, it can learn about industry patterns.

Tools for social media listening

Several apps and online platforms have emerged as “social media management tools” in recent years.

1. Crowdfire App

Find engaging content your followers will enjoy and post to all your social media accounts to keep the conversation going!

Always be on the lookout for new content on your website, blog, or online store, and quickly and attractively share that content across all your social media accounts.

You can avoid manually modifying your messages for each social network page by automatically customizing them.

2. Hootsuite

Hootsuite provides a streamlined interface for monitoring and responding to references of your brand or business across multiple social media platforms.

You can integrate and share files with your team to monitor prospects and leaders.

3. BuzzSumo

BuzzSumo makes it simple to evaluate your Facebook performance by revealing the number of views and likes that individual posts have received.

If you want to know what kinds of Facebook messages perform best with your community, this application can help you figure that out. It details the best times to write and the number of words to include in each update.

4. SocialBee

SocialBee provides comprehensive monitoring of social media performance and generates insightful reports on audience behavior, activity, and top-performing posts.

Its Engage Module enables users to view and respond to comments and mentions from their social profiles within the app with ease.

Moreover, the Analytics Module offers valuable insights into social media activity, allowing users to track key performance metrics such as engagement rate, follower growth, and post reach.

Setting up a social media listening strategy

1. Defining your goals and objectives

Defining objectives and KPIs is the foundation of an efficient social media strategy. (KPIs).

One possible objective is to learn more about the competition and industry developments to set your company’s goods apart. One of your objectives may be to prevent public relations disasters or to reverse unfavorable public opinion.

Finding new specialized markets that might be interested in your goods or coming up with fresh content ideas based on your audience’s values are both examples of marketing objectives. From there you can think about scaling your approach and with a good email marketing funnel in place, your brand will only reap the benefits.

The degree to which consumers think highly of your company is one example of a critical performance indicator. Which profiles mention your company online, and who are they chatting to? What social discussion percentage includes your company’s name, goods, and keywords?

2. Identifying keywords and phrases to monitor

Determine the subjects essential to your company and mark them as possible keywords. Then, you can find out if that is the vernacular your audience is engaged in by simply listening to them.

During a crisis, “cost-cutting” may sound appropriate; however, after hearing what others say, it becomes apparent that “cost reduction” is more appropriate.

Dropped calls, 3G, mobile applications, smartphones, data plans, and so on are all things a professional in the cellular telecoms business would look into. Therefore, your keyword selection should represent the values of your company.

3. Turning customer feedback into action

Customer support is an everyday use of social monitoring. Most happy customers (78%) will return for future purchases if they receive stellar customer care.

People’s complaints about services and goods can now be found online. In addition, they try to find answers to issues and praise companies that provide satisfactory service.

Customers would instead send a message to a company than wait in line for hours to contact a robotic call center. In addition, with the help of social monitoring, companies can better assist customers who have experienced issues with their goods.

People despise waiting almost as much as they despise being neglected, and the reason is straightforward. It’s in everyone’s best interest to get to your clients quickly.

4. Training team members on social media listening

To maximize the benefits of social listening, your team needs defined objectives, procedures, and rules for disseminating and acting on the insights gleaned from it. In addition, to guide future decisions, your team should prioritize thoroughly analyzing the data collected from their social media efforts. You’ll have much more able to achieve your goals and wise objectives if you have the resources to do so.


Now that social media has evolved into a more robust platform, it is noisier and brand-saturated than ever.​​

The success of a business in today’s digital era depends heavily on its presence on social media!

Social listening — monitoring and analyzing brand mentions and conversations on social media — is essential for businesses of all sizes to gain valuable insights into their customers’ perceptions and preferences. So take advantage of the benefits of social listening — start monitoring your brand today!

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