How Your Business Can Benefit from Social Media Monitoring

The whole world seems to be focused on social media these days, whether it’s a celebrity feud

being played out on Twitter, or your own family and friends sharing stories and pictures on

Facebook, Instagram or Pinterest. Due to the overwhelming amount of seemingly frivolous

information made public via social media, it’s easy to dismiss the idea that you could winnow

out practical, actionable data to help your business succeed -- but don’t make that mistake. Social

media monitoring offers useful information on everything, from brands, to call center services, to

predictions about future trends.

The Top Three Benefits of Social Media Monitoring There are many good reasons to take a closer look at what your past, current, and potential

customers are saying via social media. In particular, social media monitoring allows you to:

● Uncover customer criticism. By identifying negative customer experiences, you will be

able to address not only a specific customer’s situation, hopefully gaining their lifelong

loyalty; you will also be able to identify and improve upon policies, processes or products

that aren’t serving your business well. Are customers giving up because they can’t reach

a customer service representative? Improving call center services could have a huge

impact on satisfaction and brand loyalty. Is a product proving unreliable when customers

use it? Improving quality assurance could stem the tide of returns.

● Receive customer praise. You don’t build a successful business simply by fixing

problems; you also do it by building on your company’s strengths. Your customers’

accolades will help you identify what they value, and what you’re already doing right, so

that you can continue to make that an important part of what you offer. You can also

build upon these good accounts by highlighting them to your own social media followers,

creating what is known as social proof. Social proof is something people rely on to make

choices; in other words, if a lot of other people are doing X, than they should do X, too.

● Head off social media hits before they become a real problem. Whether it’s an

internet rumor or a true recounting of actual events, a well-written or funny story about

some perceived failure of your business can turn into the next big thing that everyone is

talking about. Being a viral hit is great when your business is shown in a good light, but

having thousands or even millions of people hear something bad about your company can

be disastrous. That’s why having a chance to quickly respond to a social media uprising

can be invaluable to business owners.

Other Ways Social Media Monitoring Can Help Keeping your virtual ear to the ground can pay off in other, more subtle ways, as well. Social

media marketing gives you an insight in to how your competitors are performing. It can reveal

gaps in the market that your business can fill with additional products or services, boosting your

company’s growth and development. It provides you with new channels to communicate with

potential customers, giving you additional sales opportunities.

Right this moment, your customers may be posting stories about talking to a representative via

your call center services, the features they love and hate about your new product, or the way they

use your services to make their lives better. Don’t you want to know what they are saying? For

more information

about The Connection, a US-based outsourced contact center providing service to many

industries, please visit www.the-connection.com .