It is true that, little by little, the vast majority of companies are seeing how the possibilities of reaching the general public are expanding thanks to platforms such as Facebook, Twitter or Instagram, among others.
However, little is known, unless it is list of australia consumer email left to experts, about the true possibilities that this presence has or how to act in the face of the different types of mentions that consumers can make about your brand.
But beyond that, which is already well known to be necessary, it is important that the strategy is linked to the online reputation management strategy and supported by an effective social listening strategy and platform. What is it? Simple. Monitoring everything that can be said on the Internet about our brand or company, the competition and our sector.
It seems simple to understand in terms of online relevance, but it is not just that. When any CM or consultant is considering getting down to work, it seems essential to listen. What you read should not be scary, it is not necessary to reach frustration or disillusionment. It is an exercise in learning and possibilities for improvement in all aspects of business strategy.
Let's start by saying that, in reality, the user who arrives at a forum or the social profile of a company, in most cases, does so to complain about the product or service. Should we therefore assume that a profile full of negative incidents means that it is a problematic company? No, or at least not always. In many cases it only means that there is a procedure or several that fail and that must be solved.
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All companies can improve their processes, redefine their product or service, and listening to the end consumer is one of the keys to making improvements. It is important to take into account some of the latest data that was published to understand how there is still a long way to go in terms of social listening.
