This post is for Social Media Managers, digital marketers that are responsible for social media as well as other forms of marketing, and small business owners that have to deal with social media on their own (my sympathies). I won’t cover expensive tools that are aimed at large businesses with full social media teams. The tools on this list are all affordable, aimed at small- or medium-sized businesses, with a quick learning curve and no coding involved. Some of them are also mutually exclusive, so in no way using all of them will simplify your life. Choosing the ones that work for you out of this list, however, will. Let’s get to it.
Social media monitoring is a new, trendy, and a relatively simple tactic. Because of that, marketers assume they can just jump into social media monitoring, without looking through the learning materials or tips or best practices. As a result, many ditch the tool, or even the idea of social media monitoring, in a couple of days. They are disappointed, angry, and into sending emotional messages to the Support team. Don’t be like that. Read carefully about the mistakes you have to avoid to get the most (or at least something!) out of social media monitoring.
So there are social media monitoring tools. They monitor what is said about your brand (or any keyword you come up with) on social media. They are used for customer service, brand exposure and lead generation. The ways with which a social media monitoring tool can boost your e-commerce are somewhat unclear if you’ve never used such tool before, so we’ll talk about that in this post.
You probably think this post isn't for you because your customer service is already good enough. You are probably wrong. It turns out, 80% of companies believe they deliver “superior” customer service, but only 8% of customers think these same companies actually do. How can that be? You reply to your customers most of the time, you've got your phone number right in the Google results, you even have a Facebook page. Is it not you, is it them? Have customers' expectations become too high?
Social media monitoring entered the marketers' lives rather suddenly, becoming common practice in no time. Yet, it can be not extremely straightforward for the less experienced in the field. One of the frequent questions about social media monitoring is this: what keywords should you monitor? This is an important question, so let me start from the beginning.
Every online mention of your brand is an opportunity. At the same time, it is also a chance to ruin your brand’s reputation. So let’s go through the potential actions you can take when you receive every kind of the online mention. For example, the good ones. It’s always a pleasure to hear someone praising your brand or your product. But how should you react to it? Should you really let people know you’re stalking them?