Social Media Marketing All-in-One For Dummies, 6th Edition

Chapter 4

Social Listening with X

IN THIS CHAPTER

Discovering what your customers are saying about you

Selling by helping

Social media has opened up countless opportunities for businesses to connect with their customers. Social networks present brands with a valuable opportunity to hear what their customers are saying, providing an unprecedented peek into their lives. Using social media to monitor conversations is called social listening, and it’s something all businesses should take advantage of daily.

This chapter discusses the benefits of social listening, and how to use X as a tool to monitor — and participate in — important conversations.

Using X to Listen to Your Customers

These days, businesses can’t sweep complaints under the rug. Before everyone was online, it was easy to ignore negativity. Nowadays, customers can take their complaints public, and if businesses aren’t careful, those complaints can go viral.

Because so many people are on X, it’s one of the best places to go to hear what customers are saying. Before getting into the nitty-gritty of how to use social listening, I’ll first discuss some of the benefits. Here are some important reasons to use X to monitor your customers’ online conversations:

• Gain insight into how customers feel about your products and ...