The idea that social is only being about on Facebook and Twitter is silly. I always say to people when asked about what social media is… you would never even have to post or tweet once, and you could make your organization better if you only listened. This is amazingly true. Think about how much information your company could benefit from just by listening:
- realtime feedback on the customer sentiment of your brands
- insights into whats working, and especially what is not
- instant notification of crises and ‘peaks’ in conversations
- trends… that could essentially be turned into opportunities
Then think about all of the ways you could use this information. Data for merchants that could impact product sales or opportunities. Information for different business units information on how they could make operational changes that can impact bottom line and/or brand health (i.e. customer service). Opportunities for marketing to make changes to messaging to better align with how people are ‘actually talking’ vs. how we ‘think they talk’. Understanding of conversations and terminology that could influence SEO and SEM programs. Ability to become relevant at exactly the right time to your audience.
The opportunities go on and on… do you hear me?