Social Media: Listening and Monitoring

sentiment analysis

a technique that allows marketers to analyze data from social media sites to collect consumer comments about companies and their products

Social listening

identifies and collects social data for analysis to inform strategic marketing decisions

customer care

looking after the customer's needs

social monitoring

tracks mentions of specific words or phrases on social media sites and triggers a company response when necessary

Uses of social listening

•Brand monitoring •Measuring campaign effectiveness •Gathering customer insights •Providing customer service •Gathering ideas for future campaigns •Gathering competitive intelligence •Identifying ideas for new product development or product improvements •Identifying risks that could lead to public relations crises