What is a social mention?
No one needs to be reminded of the importance of social media in business growth. It helps in reaching the audience, engaging them on different levels and getting traction of the sales process. But how do we analyse the data, especially when it comes in an unstructured manner? Thats where tracking social mentions becomes crucial. The insights derived from social listening can streamline every aspect of the business – from its operations, public relations and after sales services to product/service marketing.
Whenever an individual or social media user mentions about a name or any aspects of brand online, it becomes a social mention. It can be either positive or negative. Every single social mentioning is a golden opportunity to engage your audience and bolster your brand perspective among the audience. Typically there are four major aspects through which your business goals or objectives can be achieved by tracking social mentions.
The sooner you figure out a PR crisis, the better are the chances of resolving it without being a disaster. Social mentions, be it positive or negative should be resolved immediately. History has several glimpses to offer us, like the example of Southwest Airlines, where one of a major technical glitch delayed around 800 flights. When the passengers started to pour their opinions in social media, Southwest social media team responded to each of them in real time. This immediate strategy enabled them to counter the issue before it becomes a sensational news.
With the increased absorption levels of smartphones coupled with the popularity of social media, most of the customers started to use platforms like Facebook, Twitter to their first point of contact. Enterprises which closely monitor their social mentions enable them to create more opportunities for better customer services. Once they feel comfortable in reaching out to you and getting timely feedback, they will feel more aligned towards spending money with your brands products and services.