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.
This post is based on a white paper written in collaboration with Hootsuite, that presents three use cases demonstrating what the FSI will gain by understanding and engaging with social media.
If you’d like to read the full white paper and see examples of banks that are winning and losing on social media, you can download it here, How the Financial Services Industry Can Use Social Media to Drive Business Advantage.
It targets the finance sector, but, the…
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.
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Not surprisingly, most brands suffer from the same shortcomings. Instead of listening to what…
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…
Social Media Monitoring offers opportunities for a more strategic approach
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 social media tool(s) for your business needs? By tactical SMM I 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.
In order to realize a long term value from SMM you need to integrate SMM with other business processes. This may include measuring the strategic business impact of social media marketing, strengthening initiatives for social customer engagement, expanding strategies for increasing retention and revenue from current customers, implementing social media campaigns to acquire new…
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 allows you to keep a tab on specific keywords and hashtags…
The road to social customer care excellence
Social Customer Care is becoming increasingly important both for larger brands and start-ups. Get it wrong and you can be faced with serious PR problems, get it right and you can generate an engaged and happy customer base that will become loyal customers.
Online is often the first place customers look for support now and often it's not the company website, instead it's Twitter or a specialist support site like Get Satisfaction. If you can get web self-service right it can offer great cost-savings and satisfied customers.
Success in social customer care requires planning and the development of a strategy, as well as removing silos that stop teams communicating with each other effectively.
Martin Hill-Wilson's Social Customer Care Master Class guides participants through the 15 competencies that create the foundation of successful social customer care programs.