Monitoring Mentions with Social Media

Social media such as Facebook, Twitter, YouTube and Blogs have become online platforms for patrons to publicly praise, question or complain about their experience with a product, service or business

Many businesses have employees assigned to trolling the internet for conversations about their company. Many companies have discovered the benefits of observing the conversations customers are having on social media about their business.

Social media allows companies to reach out and connect to loyal customers and to quickly throw sand on publically escalating issue.

In the past to receive customer feedback companies allocated budgets to conduct research to measure public opinion and perceptions of their brand. Now, this information is available by listening in on the public conversations online for only the cost of the hourly wage of your social media customer service representative.

Below are some tips for using social media to monitor online customer conversations.

Facebook: 

1. Set up a company Facebook profile and page.
2. Each morning run a basic search for mentions of you company. If a user published the term on their status update, you will be able to view the comment
3. Search for support or protest groups. Reach out the creator to try to understand the problem.

YouTube:

1. Set up a company channel where you can upload videos with branded messages.
2. Conduct searches to monitor if users are uploading videos of your company.
3. If you like the video, thank the creator for praising your company. If the video is negative, assign a person to quickly respond to the issue.

Blogs:

1. Type your company name and keywords into Google then click on the 'more' tab and then click on the ['blogs' link in the drop down menu. This will allow you to monitor blog mentions.

Twitter:

1. It is very important to monitor Twitter mentions. People frequently spam walls and publish negative comments. If you do not monitor Twitter, many people could very quickly develop a negitive perception of your company. 

How do you use social media each day to monitor the mentions of your company?