Sometimes we forget that all those little profile avatars whizzing through our social media news feeds are actually humans. We forget that social media is meant to be just that -- social. The reason why social media monitoring is so important is because it puts the social back in social media. Brands and individuals who publish without listening are just screaming through a megaphone with no consideration for others. You have to be sensitive to what people actually want from you or your brand, or else you might head in a direction your target audience actually doesn’t enjoy or can’t relate to.
For example, monitoring is a great outlet for crowdsourcing questions. When you listen into your prospects’ or customers’ thoughts, you’ll be able to craft better marketing campaigns, close more deals, improve your products or services, and foster happier customers. Monitoring is also a great way to avoid disaster. If a local, national, or worldwide tragedy occurs, you’ll want to be the first to know so you can pause all marketing messages and offer up actual human emotions. Your fan base will usually point something out before you even have time to realize it, and your level of empathy and response time will either confirm or renounce a person’s feelings about your brand.
The reason why social media monitoring is so important is because it puts the social back in social media.
As it turns out, people also have some pretty high standards when it comes to response time. Especially when they’ve got a bone to pick with your brand. According to charts published on Search Engine Watch, 70% of surveyed Twitter users expect a response from brands they reach out to on Twitter, and of those users, 53% want that response in under an hour. In fact, the percentage of people who expect a response within the hour increases to 72% when they’re issuing a complaint.
72% of people who complain on Twitter expect a response within an hour.
Social media can’t be ignored. People are talking about your brand, your products or services, your competitors, your industry, and your employees -- whether you like it or not. These conversations happen candidly in real life, which turns into threads and discussion groups on social media. Instead of ignoring these conversations, wouldn’t you want to jump in and have a say in where that conversation goes? If someone complains about your brand, wouldn’t you want to know why so you can improve in the future? The bottom line is that monitoring matters, and it matters for more than just social media managers.
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