The best marketers don’t sell products. They sell ideas.
Ideas they want you to believe as a consumer. Perceptions that have been thoughtfully designed and delivered. Because in branding, perception is often reality.
But the hard truth is this: The message that marketers want to convey is often not the same message that consumers receive. Your brand isn’t what you tell people it is. Your brand is what people tell people it is.
So, marketers monitor the conversation. They compile metrics from their social platforms, track their mentions, and look at engagement rates. And maybe, the data they’ve gathered is enough to prove the value of their social marketing efforts.
But it’s not enough. Not even close.
The best marketers don’t just monitor the conversation; they listen to the conversation.
Through social listening, you can discover what people are saying about your brand, even if they don’t tag you. This difference is critical, because far more conversations are being had about you than with you.
Social listening can determine what the sentiment is behind these conversations. Social metrics are terrific, but they only tell one side of the story. Having a high number of engaged consumers is great, but only if those engagements are positive. To quote Dan Neely, “Monitoring sees trees; listening sees the forest.”
But unquestionably the biggest power of social listening is its ability to inspire action. Through analyzing the conversations being had around your product, brand, and industry, marketers can identify an entirely new world of opportunities to delight their consumers.
Social listening gives marketers a chance to be directly involved in the consumer experience. It reveals common frustrations that are plaguing your consumers. Then, they use these insights to inform their next business decisions, working to obliterate the gaps, drags, and blocks causing friction for their consumers. Whether it be product development, identifying influencers, or customer care, social listening should influence the way your brand chooses to interact with its consumers.
If social listening isn’t incorporated into your business strategy, you’re operating with blinders on. Simply put, if you aren’t social listening, then you don’t care about your customers, and the customer is king. Always.