Social Listening - a Social Media Success Factor

The strength of social media for business is the ability to enable a two-way communication with your prospects and clients. Unlike a website, which is mainly for pushing information outwards, social media allows for an seamless response and conversation. This is powerful when you actually... listen.

Have you ever visited a Business Facebook page that either did not allow for others to post, or you read their posts and see that people have made commented with no response from the business? In our view, this creates a credibility gap with this business. They created a Facebook page and pushed out content, and did not take the time to see how people reacted or responded. Overwhelmed? Uncaring? Perhaps just inexperienced with how social media really works.

Think of a conversation you have with a friend or at a networking event. Do you actively listen and then provide a thoughtful response? Successful social media is active listening and responding,in a thoughtful manner.. The ideal scenario is that someone posts a question about your product, and you provide a response quickly.  Others read the question and your response, perhaps creating multiple new customers. Or you share a way your product was recently used by a customer, and others share their own story. You can't buy this kind of positive publicity!

At times someone might have a complaint and it is equally important to respond and do your best to resolve the issue in a timely manner. Others are watching for your response. It is our belief that when someone takes the time to complain, they sincerely want your help in resolving the concern.  When you aren't listening, others will see a complaint was made and no one responded. That doubles down on the damage. However, when others see you responded in a positive voice, in a timely manner, it can enhance your reputation. This is your opportunity to turn this person into an evangelist for your business.

Our #Social4Success advice is simple. Take the time to monitor your social media, read the comments people took the time to write and respond in a positive voice. Even when someone writes that they recently tried your product and are pleased - respond with a simple thank you. They know you heard them. Admit it, we all like when people hear us.

Have you had a situation where someone did not listen to your social media posted concern or question? Did you ever have someone voice a complaint, and you turned them into an evangelist? Share your story, because we are listening. 

Read more about social listening in this article, "5 Ways Social Listening can Revitalize your Brand".

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