Social Media Monitoring

What is Social Media Monitoring?

Social Media Monitoring involves listening, capturing, understanding and responding to conversations occurring in Social Media channels.

• Where are my current and potential customers talking?
• What are my customer expressing satisfaction or frustration about by brand?
• How can detect problems and improve the customer experience?
• How are my current customers influencing potential customers?

Social Media not just another Media

Classical Media allowed inexpensive broadcast of messages to a large audience, but did not provide the channels for customer participation and for audience peer-to-peer interaction. Social Media, on the other hand, can support more engagement between all participants.

The media mix is moving towards dynamic web and Social Media. The shift is gradual but, because the new media is fundamentally different, it has effects that go beyond a simple change of channels.

In Social Media, it is all in Real-Time

Where before you used focus groups or customer satisfaction surveys, the response to Social Media event can and should be in real-time.

It is no longer about measuring the quality of customer experience so that you can improve processes to help the next customer. It is about detecting a less-than ideal experience and fixing it before a dissatisfied customer negatively influence other customers in their social circle.