The best social media listening tools to use in 2018 to help you develop your social media strategy

“The success of a relationship is solely dependent on two factors: a man's ability to listen lovingly and respectfully to a woman's feelings, and a woman's ability to share her feelings in a loving and respectful way.” ― John Gray, Men Are From Mars, Women Are From Venus The core premise of Men Are From Mars, Women Are From Venus is that men and women communicate differently and in order for a relationship to be successful, they each need to be aware of how the other works. Men, in particular, have to do a better job listening. [si_guide_block id="5676" title="Download FREE Resource – Digital marketing plan template" description="Our popular marketing planning template built on the Smart Insights RACE planning system."/] Not surprisingly, most brands suffer from the same shortcomings. Instead of listening to what…

Social Media Monitoring offers opportunities for a more strategic approach

Do you want to get more out of Social Media? Or Are you still one of those businesses that are using social media monitoring (SMM) tools and services tactically or maybe not sure if you are using the right SMM tool(s) based on your specific business needs? By tactical SMM, we mean the common use of social media tools for simply analyzing daily activities across specific social media to track online conversations around your brand, responding to negative or positive comments, or evaluating your marketing campaigns. If so, you should be aware that SMM also offers opportunities for a more strategic approach to get you ahead of the game, as we explained in the recent Ideya’s Social Media Monitoring Tools and Services Report. "In order to realize a long term value from SMM you need to integrate SMM with other business processes. This…

3 examples demonstrating the benefits of social listening for financial services

In a decade, social media has gone from somewhere we share photos of our cat, rant about politics, get passionate about sport, and learn how to use eyeliner - to a vital part of a company’s marketing strategy (although there are still a lot of cats). While most industries jumped on board, according to Marketo, the Financial Services Industry (FSI) is still falling short.

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This post targets the finance sector, but, the real-life scenarios and advice apply to any industry. Take a look!

Where are Users Talking?

In general, the finance sector does at least have a presence on social media. But, it’s not engaging with its audience, so it’s wasting its time. 74% of consumers use social media to guide…

The difference between social listening, monitoring, and real social insights

In sixty seconds alone, 3.3 million Facebook posts, 66,000 Instagram photos, and 449,000 tweets are published. That’s an abundance of content, but in this sea of data, your consumers are sending signals about what they want and what kind of digital campaigns they want to see from your brand. By tracking these signals, you can better understand your audiences, identify influencers to partner with, and run campaigns that yield an increasing return on investment. Capitalizing on this intelligence, however, requires looking beyond your average engagement metrics. It requires digging into different levels of insight and forming a clear strategy based on their nuances. Here are the different levels of social insight that you need to be aware of. Consider which ones serve your goals best, and leverage those tactics in your digital marketing. [si_guide_block id="82119" title="Download FREE Resource – 10 common social…

5 ways to excel at social customer experience using AI

A recent McKinsey report suggests that as many as 70% of buying experiences are evaluated by customers based on how they're treated. No wonders that ‘voice of customer’ has been the concern for marketers from some years now.

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However, social media poses a challenge to digital marketers because understanding and evaluating the voice of the customer across half a dozen platforms is an analytics nightmare. This is where social media listening tools came to the forefront and solved some of the problems. Top rated AI-powered social media listening and monitoring tools offer advanced sentiment analysis to help you make sense of the millions…

Conversational research takes social listening to the next stage

It is more important than ever now to raise brand awareness through conversations. Modern consumers are not as susceptible to advertising and product placement as in the past. Therefore, smart marketers generate brand awareness via influential social media strategies. Good social media marketing depends on how thorough the keyword research is. It is important to use the best keywords in context, and then monitor them to see how effective they are. Also, the strategy should also employ "social listening." It is a way of getting real-time feedback relating to keywords to perfect the long-term marketing campaign. The point of using the tactics mentioned above is to monitor your brand’s appeal and efficacy on social networks. Brand monitoring will help your company to gain a distinct leg up over the competition. Now let’s look at how you can monitor your brand through a useful tactic…

Using social listing to respond to your customers before they contact you

Let’s put the wonders away for now. Let’s talk business. How do you know what people say about your company? How do you detect unhappy customers who don’t tell you in your face that your product sucks, but make sure the universe (or, in most cases, Twitter or Facebook) knows about that? Finally, how do you find people interested in the subject relevant to your business in real time and engage them before someone else does? Ladies and gentlemen, let me introduce you to social listening.

What is Social Listening?

Social listening allows you to discover what people are saying online about your brand, product, competitors or any specific topic in real-time. You get instant notifications that allow you to act upon your mentions immediately. It’s super easy. …

How to deal with customer complaints on social

Social media is finally getting a little respect. Companies and organizations of all types and sizes are beginning to realize social for its vast potential as a customer service platform. We’ve witnessed the awesome power of corporate self-sabotage on social media - BlackBerry tweeting promotional material from an iPhone, Comcast’s infamous stubborn retention rep, and British Airways’ failure to remember that Twitter operates 24/7. Now, companies are learning how to use social customer service platforms to respond to customer issues in a timely, personable, and effective way, and to do so proactively. Here are some tips we’ve compiled to help you build your strategy in dealing with customer issues on social media – and emerge with nothing less than a sterling impression left on…

The social media from brands you see is only the tip of the iceberg. Over 90% of social is 1:1

A new report from Spredfast shows how massive the disparity is between how much content you see posted by brands on social media and the vast amount of 1:1 social media customer care they are constantly involved in. They studied the fourth quarter activity and performance of 50 major brands for their 'state of social' study. One of the most interesting finding in the research is how much of big brand's social content is 1:1 interactions rather than broadcasting to the whole followership.

1:1 Vs 1: many

The research examined every tweet from top brands accounts and sub-accounts (e.g. @ebay and @AskEbay), a total of 1.3 million pieces of content. The results show quite how critical social customer care has become. Overall, 93% of tweets in 2015 were not meant to be seen by…

Manage negative comments effectively and leverage positive ones to protect and promote your brand

Research shows that 3 out of every 4 consumers rely on social networks to guide purchase decisions while nearly 85% of them read up to 10 online reviews before they can trust a brand. Going by these statistics, it is absolutely important for you as a brand to pay close attention to mentions, comments and reviews on social media and deal with them effectively.

It all begins with listening

Unless you have a system in place to keep track of all the comments and mentions about your brand, managing them effectively is going to be an uphill task. Here are 5 tools to help you monitor your mentions and comments:

Hootsuite

Hootsuite allows you to keep a tab on specific keywords and hashtags…

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