Discussion on Social Listening

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Discussion on Social Listening

Social listening greatest benefit is that a company is able to receive feedback from their customers concerning their industry, product or brand. It lays a foundation of monitoring ones industry, giving competitive insights. It also benchmarks a brand to ones competitors through measuring conversation volume which reveals social media performance level.

Most customers make their decision based on references from online discussions, user reviews and trusted contacts. These comments are not representatives of customers’ thoughts on a brand. A lot of online views can be unreal and fake, posted by upset customers. However, a lot is learned from the general tone of these views through scanning complaints commonalities. 

While making a purchase decision I first check on the consumer views and their opinion about a certain brand. Secondly I compare both the negative and positive reviews to determine fake reviews. This will help in the decision I make because all people cannot think in a similar way without truth.

Response to post 1

I like your views on the importance of social media chatter to brand managers as they contain vital information that may not be revealed in any other platform. Many of consumer views might turn out to be negative; this should not be considered as a source of ruling out. As you stated many consumers who liked a product may forget to post their experience but an angry person will find time to. Deciding on whether to purchase a product based on reviews should be accompanied by reading the general tone while noting the common complaints. Can you make a purchase based on the views of consumers?

Response to Iliyah Berry

I agree with your explanation of social listening to a brand where it benefits the company by understanding what needs improving from the consumer’s likes and dislikes. Truly consumer response is a representative of a small percentage and it should not be regarded as a fair representation. Many people react according to their experience and angry people are likely to post than satisfied consumers. However, these responses should not be disregarded as they may contain vital information of the brand. Following your instinct before purchasing is good but how do you scan the complaints to know if you can purchase a product online?