Your customer are talking. Are you listening? | Global Blog

Social networks are in the present very important tools. More than 2.01 billion monthly active Facebook users, and more than 500 million Tweets are sent per day, to name only the most popular in the Western world.

These new media have a completely new logic for themselves, and they have been shown to provide a forum where different topics are discussed, critiqued, reviewed, destroyed and rebuilt. Businesses and brands do not escape from this dynamic. Trends topics can emerge in a matter of a couple of minutes. Within hours, thousands or millions of people can be hating or loving a brand.

The relevance of social networks is thus amplified, if we consider that traditional media outlets such as newspapers, radio, websites and TV, among others, found in social networks a source of information. A space which, in turn, is used to measure the impact of the daily news and to get feedback.

So, how to intervene in this scenario? How to react to certain trends or messages? Experts agree that you can achieve some influence, but the key is to listen.

One of the opportunities of social networking is that you can easily take advantage as a barometer of consumer sentiments. With the right tools, you can understand the user behavior, their opinions about brands and may even serve to understand one’s position in a market, the role of competitors, and if there are new emerging services.

Social media managers with some experience generally agree that you can not mark the pulse of the audience in social networks. But you need to be prepared. It is important to be in social networks, but just as important is knowing for what.

Once the objectives are clear, there you can think about how to achieve them, bearing in mind always that in social network the user is in control. That’s why it’s so important to be attentive, listening and understanding and above all, be prepared to act quickly.

Establish a process of alerts is a good way to anticipate and be prepared for possible brand crisis. This may be particularly interesting, for example, for service companies in an eventual case of service interruption. You can also listen to understand the reactions of the public to the launch of a new product. And to understand the needs of users for creating new services, why not?

The importance of social networks for businesses and brands is in sight. We also know that this is a dynamic, changing field and that being agile to react in time can really make a difference. What is important when dabble in it is not doing so blindly.

What do you think about? Leave a comment here or tweet @Teleperformance.

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