Social listening is the practice of examining online discussions on social media and reviewing sites about a business, its goods, and its services. Businesses may gather and analyze client data to improve marketing, operational, and business KPIs by utilizing social listening tools. Social media today provides a chance to listen to and comprehend clients' opinions, feelings, and wants rather than bombarding followers.
The Social Listening dashboard aims to achieve the following key goals:
- Track the overall social health of the company and its products.
- Identify actionable insights and industry trends.
- Optimize the user experience by understanding customer sentiments.
The dashboard features four views:
- Executive Summary: Provides a high-level understanding of customer sentiment across social channels.
- Detailed View: Offers deeper insights into influencers and posts based on sentiment.
- Influencer Analysis: Evaluates influencer performance.
- Competitor Analysis: Compare the company's performance with that of various competitors.
By examining answers and comments, the Overview Dashboard provides a brief summary of customer sentiment across various social media channels, assisting businesses in understanding how consumers feel about their brand.
Key Terms:
- Sentiment: Refers to the feelings expressed in user views or opinions.
- Channel Performance: Measures the effectiveness of communication and engagement on different channels.
- Engagement: This indicates the level of interaction with content by users.
- Mentions: Shows where the company is tagged or mentioned in comments.
- Hashtag Trends: These represent the most commonly used words used as hashtags in posts.
Businesses can employ social listening to measure performance against rivals and identify areas for strength and improvement. This information gives insight teams the ability to focus on customer service, retention, credibility, and other important criteria.
Businesses can build on current accomplishments and create plans to strengthen areas that require work by listening to their consumers, which will ultimately lead to success and customer happiness.
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