Brands are using social media listening platforms primarily to improve customer service, reach new audiences, get feedback on products/services, and monitor questions/concerns, according to a recent report from Clutch.
The report was based on data from a survey of 300 people at companies with 100+ employees; those polled use a software tool for social media listening/monitoring; 74% of them work for B2C firms, and 26% work for B2B firms.
Respondents who use social media listening/monitoring tools say the main objectives for doing so are to improve customer service (21% cite as a goal) and to reach new customers (21%).
Brands say the primary benefits of using social media listening platforms are getting feedback to improve products/services (25% cite it as a benefit) and attracting new customers (24%).
Respondents say they main things they monitor with social media listening tools are customer requests/concerns/questions (86% do so) and the competition (77%).
About the research: The report was based on data from a survey of 300 people at companies with 100+ employees; those polled use a software tool for social media listening/monitoring; 74% of them work for B2C firms, and 26% work for B2B firms.
Continue reading "Why Brands Use Social Media Listening Tools" ... Read the full article
MarketingProfs provides thousands of marketing resources, entirely free!
Simply subscribe to our newsletter and get instant access to how-to articles, guides, webinars and more for nada, nothing, zip, zilch, on the house...delivered right to your inbox! MarketingProfs is the largest marketing community in the world, and we are here to help you be a better marketer.
You may like these other MarketingProfs articles related to Social Media:
- The Benefits of LinkedIn for B2B Marketers [Infographic]
- Five Useful LinkedIn Hashtags for Marketers [Infographic]
- How to Succeed With Video on 6 Popular Social Networks [Infographic]
- How to Make Sure Your Social Media Strategy Succeeds: Take a Cross-Discipline Approach
- Five Strategies to Increase Your Social Media Conversions