Whether a small new business or a world wide known brand, there is a huge importance on knowing what individual's are saying about your brand online.
Social media monitoring is the act of watching a brand or business’s online engagement through reviews, mentions, questions or complaints towards them. More importantly, social media monitoring extends out to posts that mention the business or brand without tagging them directly. These posts do not come up in the page’s regular network notifications, which is why it is important to set up social monitoring tools to avoid bad comments and reviews. A few weeks ago, I mentioned the importance of social listening, which is when the brand or business just takes an overall look at customers wants and needs through research to make future marketing decisions. But monitoring takes listening a step further by responding when they need to. Therefore, monitoring involves more human effort, filtering, which needs to be set up, and time.
Moreover, there are a number of metrics to monitor and track but some have more significant, such as mentions, customer sentiment, reviews, hashtags, and competition. The easiest way to stay in concurrence to the social media conversation about your business is to track all brand mentions the company receives on all social media platforms (including social media profiles on Facebook, Yelp and Google, all of which have native reviews). Many companies use social media monitoring to focus their attention on which posts are worth addressing, especially negative reviews. Using the hashtag metric allows brands or businesses to get a feel for how their targeted audience perceives the company. Another metric that companies monitor is observing their competition, to discover the ways in which the competitors are having more success than, and when to apply the same tactics.
As mentioned, social media monitoring involves the tracking of online brand mentions and the subsequent responding of them. Monitoring keeps a business or brand on top of messages before they might become viral for the wrong reasons. They also help maintain a positive brand image among consumers and identify potential influencers. When choosing the right monitoring tool, a company needs it to cover all the networks that they are presently on and hopefully all in one space. Some apps that allow social media monitoring focusing on social customer care and maximizing the value of a brand or companies’ campaigns are Hootsuite, which oversees all of social media management and marketing while creating a one-stop shop for brand's social media marketing needs, and social mention which allows the monitoring of social, video, blogs and more, by just entering the search term and the tool pulls up everything that is being said about it. Ultimately, monitoring social media is a strategy that is critical for any brand or company whether small or large.
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