Why it’s important?
First of all, As an agency, we need to listen to our audience. What issues do they care about? How can we help them to solve their problems?
Social Media listening in our world is like your ears to the market, and especially to the audience, you can find below an example of how it works.
Social Listening Difference
Social Listening is different than Social Monitoring, they complete each other, the example below will show the difference.
Customer “in public profile”: Why I can’t find the product in-store X based on location Y?
Our Reply: Sorry for the issue you faced, please give us your information to send it to you “Home Delivery” with 0% charge.
What was happening here is that We replied to the customer on his public profile, or on a problem solving public group at this stage the job done is Social Media Monitoring.
As a social media team, we are analyzing this information, defining a strategy, and taking action, which means Social Media Listening.