The measure of how many times a person or a brand name has been mentioned on any of the social media channels is known as social media mentions. Instagram, Facebook, and Twitter are the social media channels. The mentions can be both negative and positive. Every single mention is treated as an opportunity to participate with the audience by the brand in order to shape public awareness of the said brand. Next, we will discuss some reasons why tracking them is beneficial to brands especially when such brands are looking for a way to become popular online.
Improving customer service
Customers, nowadays, do not ring up call center to express their unhappiness or to resolve a query. They do not write up email about it as well. The first place where customers are now showing their appreciation or unhappiness happens to be social media. So, you need to be quite vigilant and ensure that you track brand mentions. This will help you to improve your customer service standards which will allow you to retain customers. On social media, customers are expecting quick responses. Thus, it is essential to be polite, prompt and impart value when you respond to the customers who mentioned you on the social media platform.
Understanding your customers
Tapping into customer conversation and regularly tracking of brand mentions will help you to gain insight into your customer’s pain point and needs. You can obtain valuable feedback from the mentions on your service or product. By observing intently your valuable customers and taking their feedback seriously is one of the easiest ways to take the customer experience a notch higher. This is the goal for most customer-oriented companies and brands. To obtain customer data you no longer need to rely on costly, traditional methods. With social media mentions tracking tools, the solution is just few clicks away.
Handling a Reputation crisis
Without you having a clue about it, imagine having a PR crisis. This is one situation which every business dread as it can cause damage to your online and offline reputation. A small mistake on social media or one viral negative mention will have the power to destroy your years of hard work. Thus, it is important to track mentions so that you can act on a reputation crisis timely and effectively. The key is to first detect the crisis early on. Then you need to take a stand and politely respond to those who are trying to take your brand down. If you do your monitoring only in times of crisis, then it may be that you won’t be able to handle the situation well. You need to constantly track what is said about your brand and tackle every little negative mention tactfully early on.
Locating Brand Advocates
The people who talk favorably about your business voluntarily are known as brand advocates. They are considered as valuable assets to have. It will be in your best interest to locate, acknowledge and encourage them. One of the easiest ways to do this will be by tracking the shoutouts and mentions relating to your brand on social media platforms. Inform them to use appropriate keywords related to your brands. Pay close attention to those people on social media who talk positively about your brand, retweet or share your content, tout your brand to their own followers. Brand advocacy will be able to build credibility and trust. You need to reward this community for spreading the good word.
These were the reasons why you need to track social media mentions. Thankfully, there are tools that can help you track them. You can even hire professionals to do this for you. So, in order to enjoy all the wiki social media monitoring benefits, it will be better to track the mentions carefully and effectively.
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