Social listening is paying attention to what customers are saying about your product, services, or its offerings and acting upon them in a way that will benefit your customers and brand. Any brands with an online presence need social listening as part of their online marketing strategy, and doing this consistently will result in higher ROI, brand loyalty, and equity.

Being on social media isn’t just enough for a brand, but every brand must endeavour to listen to the conversations from both existing and potential customers.

Through the social listening process, you can monitor your brand’s social media channels for customer’s feedback, conversations, and also keep track of when your brand is mentioned. This ought to be a two-way process where you listen to what is said and then monitor the trend, so you don’t lose out. However, your brand can not sufficiently meet the needs of its audience without actionable responses after listening. When you keep track of ongoing conversation around your brand, you can adopt long term strategy changes.

Therefore, an active social listening activity can increase customer acquisition and help discover new opportunities for the brand. Several listening tools can help brands prioritize social interactions and connect with the right audience, such as Hootsuite, HubSpot, etc.