Q1: What’s the difference between social listening and monitoring?
- Social Listening leads to engagement – monitoring is simply seeing what is out there
- Social monitoring can lead to trouble: why are ppl taking about my brand this way? Engage and find out
- Social Listening will help you improve your product, service, and customer trust
- No matter listening or monitoring – you should wonder why ppl are going to 3rd party places rather than talking to you
Q2: Why is it important to go beyond just monitoring brand mentions and responding reactively?
- Responding builds customer trust
- Responding uncovers product improvement and sales opportunities
- Engagement creates happy customers and happy customers talk positively about you
- Most brands make it hard to speak with someone – Engage and be a champion
Q3: How can a brand surprise and delight customers when providing social customer care?
- The fact the brand actually engaged
- Problems happen – brands that engage and solve them create and keep loyal customers
- Reply within 1 hour – Show empathy – Admit fault in public – Confirm resolution and satisfaction
- Do not use canned responses – make them personal and show you have actual people who care within your organization
Q4: What are some good ways to keep track of ongoing conversations with members of your community?
- I use
@JiveSoftware & @hootsuite to keep track of conversations
- Anyone use
@oneQube for social listening? Great tool
Q5: What are some creative ways to use Twitter boolean (advanced) search to find opportunities to engage?
- Have not used it 😦 Love to hear more
- Answer from @ – Here’s a comprehensive cheatsheet on Advanced Search for Twitter, SUPER helpful: Twitter Search
Q6: What are the best ways to keep track of trends while listening on social?
- I use a
@Trello board – makes it easy to classify and find ideas
- Follow people and add them to lists – then you can add the list to a
@hootsuite dashboard to easily monitor it
Please stop by the next #SproutChat and join the conversation. I look forward to your comments and collaborating with you.