Social Listening aka addressing: Win & Delight Customers by a renowned Digital Marketing Agency
Often as brands and as creative digital marketing agencies, we are seen running the rat race of creating content for the target audiences. This could be at various stages of our brand objectives but general research proves that we are building campaigns, posts, leveraging video marketing and even using memes. As a creative agency, our creativity goes all out in storytelling in the hope that this is exactly what will capture my customers’ thinking. We often forget one critical element of social media marketing and that is social listening!
A wise man once said, “Don't try to tell the customer what he wants. Hear him out instead!”
The Power of Listening
To understand social listening, let’s first comprehend the answers to the following questions:
Are you ‘listening’ to what your customers and fans are talking about online?
Are you able to get to their pain-points as they publish negative comments about you on social media or ado you just give the usual reply and rubbish it?
If they are misinformed about your brand and are stating incorrect facts that are surely about to negatively impact your brand, would you clear it out politely?
And most importantly, if they’re facing trouble using your competitors’ products or services, are you stepping in to delight them with something better?
In a digitally-connected world, digital marketing company representing a brand or the brand themselves need to understand that isn’t enough to simply create content and get visible on social media. Everyone does that, right? You’re reading this article because you want to be better. Better than your competitors; better than your own current position in the market; and last but not the least better than your customers’ expectations.
So, if you want social media marketing to truly scale up your game, focus on social listening! Fortunately, there are many tools available that can be used to achieve this. The turning point is not just in listening but also in addressing effectively to win customers.