Importance of Social Listening in ORM

Social listening can be understood as a practice or process that provides information regarding the conversations about a business, opines Value4Brand, a well-known online reputation management company in India. It can be employed to know the real-time conversations and their impact on the reputation of a brand. Also called social media listening, it can certainly play a role in helping businesses to positively shape their digital representation. It comes with a set of measures that can be applied to transform this aspect across a number of online platforms, ranging from Instagram to Facebook. Moreover, to limit crises as well, this practice assumes significance.

What is Social Media Listening?

Briefly put, social listening is a process through which a brand or business identifies conversations regarding it. These conversations can be about its individuals, services or products, measures/actions, and/or the entire organization.

• Usually, such discussions are not in a structured form.
• Nevertheless, it holds the potential to fetch insightful information for companies.

What is the Role of Social Listening in Online Reputation Management?

Social listening is important in helping a brand to identify the nature of its online reputation, puts forth Value4Brand. Then, depending on whether it is positive or negative, this reputation can be improved or maintained, adds the online reputation management company in Delhi, India. This is possible by applying numerous measures, considering how this aspect has to be managed.

How to Use Social Listening to Identify a Brand’s Online Reputation?

When a brand engages in social media listening to identify the nature of its online reputation, it is able to track its mentions. For this, it can prefer to set up tracking. There are tools like Hootsuite that can be helpful in this regard. Otherwise, by making observations across platforms such as Instagram, Facebook, Twitter, Reddit, etc., they can be tracked.

Paying attention to all the mentions tracked can help the respective brand to identify whether or not its reputation is positive.

Through Sentiment Analysis

Via social listening, a business can not only track its mentions but also check the nature of these. By assessing the same, it can comprehend the sentiments associated with them. The kind of emotions linked to the feedback, comments, concerns, or complaints of customers can help unfold various insights.

• These insights can be used to improve certain areas of a business.
• Or, they can be useful for maintaining the areas well-liked by customers.
• In either case, it will be possible to build a positive online reputation.

Check Patterns of Conversations

On social media or online platforms, consumers can talk about a specific brand. At times, there can be a pattern attached to their conversations. It can indicate whether they are conversing regularly, in gaps, or irregularly.

• When the pattern of conversing has been identified, a brand can work on its presence.
• Considering that complaints are often being discussed, it can minimize their possibilities by improving the experiences of consumers.
• On the other hand, when positive aspects are being talked about, the brand can increasingly engage in the desired actions.
• The impact of such measures will fall on its repute which will then undergo a transformation.

Observe Mentions by Influencers

As more and more influencers are getting engaged in testing different products and services, there are chances of your brand being explored by them. It will only be favorable to track mentions associated with influencers and express your gratitude towards them. Doing so can strengthen the reputation of your venture in the digital space.

It is important to know that, at times, influencers may come across your brand and try your products or services. However, they may not spread a positive word about it, depending on their preferences and the kind of experiences delivered. Despite that, it will be crucial to thank them for exploring your brand and ensuring better experiences the next time.

How can Social Media Listening Benefit Brands?

Social media listening can largely benefit brands by clarifying the nature of their online reputation, according to Value4Brand. Furthermore, it can provide them with multiple opportunities to repair, improve, and maintain it, as per the online reputation management company in India.

There are 6 other benefits as well that can be obtained by practicing social listening. 

• This practice can assist in receiving real-time insights about the reputation of a business.
• It can offer multiple ways to mend the reputation in case required.
• The practice is advantageous for businesses that want to consistently maintain a positive representation on digital platforms.
• Through timely insights, customers can be responded to as soon as possible.
• By providing responses on time, the loyalty of consumers can be appreciated.
• On the flip side, dissatisfied customers can be comforted by promising improved experiences in the future.

Importantly, one can engage in social listening through paid tools or for free. Irrespective of that, its benefits can be obtained.

Also Read:- Success with SMM, Content Marketing Services

For the Prevention or Management of Crisis

About the online reputation of a business, social media listening will only be advantageous if a crisis has to be controlled or prevented. This is because the practice can guide a company to identify the initial warning signs. They can include the dissatisfactory experiences of consumers being shared on online platforms.

Besides, since mentions are tracked as part of social listening, brands can estimate whether a crisis is emerging or has already occurred. By the assessment, a strategy can be formed to control the challenge right when it has begun. Or else, in case it has already taken place, then a strategy can be devised to control the impact caused by the crisis.

Taking Everything into Account

Social listening is a crucial practice. In the opinion of Value4Brand, this practice can be majorly used to understand whether a brand’s online reputation is positive or negative. The ORM company in India adds that through social media listening, insights can be obtained to repair or manage the presence of a brand on different platforms.