First, we MUST remember that social media is a 2-way tool, and if you only use it to talk AT people, you’re not doing it right.
Whilst in principle, social media ‘listening’ is all about tracking, analysing and responding to customers comments and behaviour (often using third party software), this won’t necessary be the case for smaller businesses that won’t be experiencing the same kind of exposure, engagement and conversation, as a large brand.
So, we first need to encourage conversations and then we’ll be encouraging engagement. Which in turn, will provide valuable insight and free intelligence for future marketing campaigns.
Here’s my top tips of how we can ‘listen’ to our target audience using social media: