Social listening Process: Understand Your Customers Step By Step
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Table of Content ● The Social Listening Process ● Social Listening vs Social Tracking ● Boost your ORM with Repustate
Overview Social listening empowers you to keep a close hold on your online reputation management (ORM). The social listening process allows you to be deeply involved in what your clients, customers, and prospects think about you and your brand including your product, customer service, and content. It allows you to listen and analyze their social data and act accordingly to ensure that you are in line with your marketing and branding strategy. In this article, we aim to give you a closer look at the process of social media listening and how a really good social listening tool can help you with growing your business.
The Social Listening Process
Social Listening vs Social Tracking
Although social listening and social tracking sound the same, there is an important difference between them. Social media tracking is part of the social listening process. It encompasses the tasks of identifying the sources of your mentions and then responding to your brand mentions by replying to direct messages or comments on the different social channels you own. Social listening is much more than this. It is more holistic in nature and includes monitoring the social media profiles and channels you own and analyzing the information. The process of social listening includes understanding customer feedback, keeping a close eye on the direct mentions of your brand, and studying the conversation threads that include certain keywords, names of competitors, or topics that you have identified as relevant to you. Unlike social tracking, where you are merely responding, the process of social media listening is what gives you the keys to social listening benefits. For it is through social listening that you actually understand the data and come to conclusions that you can use to improve your brand strategy and social media presence.
Boost your ORM with Repustate
Unlike Repustate’s social media listening AI engine, most listening tools in the market simply gloss over special characters and emojis because their Text Analytics API cannot decipher non text-based sentence constructs. And if they do, they analyze only limited (5 to 8) languages, unlike Repustate that understands 23 languages natively. This gives Repustate’s social media sentiment analysis tool a higher degree of authority in recognizing unique lexicons, phonology, morphology, and syntaxes in the social listening process. Since other tools do not have native language reading abilities, they give inaccurate results despite having emoji-reading abilities. This is because if they use translations for languages, they miss out on tonality and sarcasm. This results in false positives and hence wrong overall sentiment data. Repustate’s social listening solution also deciphers industry-specific jargon, slang, and hashtags so that no matter what industry you are in, you are aware of what people are saying about you and you can take appropriate steps to harness that information to your advantage.
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