Helps you engage with customers
Through the use of social listening, you can engage with customers when they post comments about your business on social platforms.
For example, a customer might post about how he or she likes your product or service or have an inquiry or issue that he or she needs help with. As a business, you can take this as an opportunity to respond to customers on social media which makes customers become more loyal to your business.
Helps you with managing crisis
Social listening helps you track which posts that mention your business or that your business created on social media are positive and which aren’t.
Therefore, it can help you manage a crisis if people are providing you with negative feedback about something that your business was involved in.
Negative feedback signals that there is something that you need to pay attention to and need to resolve because customers are facing a certain issue with your business.
For example, If your business is facing a PR disaster, social listening helps you identify it and then you can work on solving it before it affects your business negatively.
Through social listening, you can also track your competitors where it gives you insights about them and where you are in the market.
For example, you will also learn about whether your competitors are launching new products or developing new marketing campaigns through social listening. Therefore, social listening will help you know what your competitors are doing and create a plan that can help you outperform your competition.
Helps you define customer pain points
Through social listening, you can learn a lot from customer feedback where you can know what’s not working with your customers such as issues that customers find in your product or service.
Using this feedback, you can then solve these customer pain points in many ways such as by adding a feature that can solve the issues that customers face or even develop a new product idea.
After solving these pain points, you need to use a targeted marketing campaign that will reach your target audience and spread to your customers so they can remain loyal to your business.
Helps you discover new sales leads
Customers are more likely to buy your product or service when your business builds relationships with them instead of selling to them your product or service directly.
This is where social listening can help your business where you get to learn about customer opinions and thoughts about your product or service and then develop these relationships by communicating to customers and sharing relevant information guaranteeing your credibility and business sales.
Helps you identify influencers and brand advocates
Using social listening can help you find out your important influencers. Influencers are those who have a large number of followers and fans and can influence them greatly. Identifying these influencers can help you in creating marketing strategies and campaigns around influencer marketing.
Social listening also helps you find brand advocates who promote your business on social media without any incentive other than they just love your business and what it offers. They are actually important in building your business’s credibility and trustworthiness.