In today’s world, social media plays a very important role in bringing the world together. Globalization, today has narrowed down on the tip of one’s finger. Social media helps us to be connected and be updated with almost everything that’s happening all around the place, be it on a personal level or at a corporate level. Talking about corporates, even they need prompt updates on their required fields and elements such as brand loyalty, customer responses, financial trends etc. Providing all the above elements to the company and that too in a detailed format is often considered as a cumbersome process on its own as it requires utmost precision and apt dedication.
This is where ‘Social Listening’ eases your job and helps to keep your boat afloat. Social listening is a practice where you monitor every minute details about your company’s profile on the internet also keeping them in the loop with the necessary updates. In simple words, informing or updating your company about the customer and corporate reviews. This practice can help the company to respond to the masses in real time and also to rectify the drawbacks if needed.
Recently, one of our corporate clients came to us with a problem of a random person who had grudges against the company. He would constantly knit-pick and complain about the company’s activities on the factory site. He complained of noise, pollution, toxic waste, environmental degradation, and just about everything he could think of and he did it all on social media. His constant efforts to defame the company and everything it stood for was on every platform of social media. If this was not destructive enough, he also tagged various ministers of related industries, NGOs and media, and posted inappropriate things about the company.
You may think to yourself that this is probably a harmless act of venting. But this could be destructive enough to cost the company millions of dollars. Yes, you read that right, the company could lose millions of dollars if it was thrown into a bad light with investors and government and other corporates. Nobody wants to associate themselves with tainted companies. Although a handful of people had posted complaints regarding this malicious person on social media, their comments were lost in the huge sea of information on the internet, and he continued with his wicked tricks. He was also clever enough to never tag the company which made it even more difficult to trace these posts on social media.
As we had our ear to the ground (ahem! On social media), we found out what was going on very quickly and updated our client. These inputs helped the company to locate the person and inform the concerned authorities which was how the problem was contained. The company took the required action and found out that, he was an ex-employee of the company and was terminated from his job years ago for unprofessional behavior with other employees. His evil actions were payback for the personal grudge he bore.
All this was possible just because of Social Listening. Regular practice of social listening can help you to save millions for your company and will also help you to keep your company well above on the corporate ladder. Though many corporates think that ‘social listening’ is a cumbersome process, if done diligently it can help you to keep your company efficient in this whole process. As explained in the above example, if that person’s post were not monitored regularly, it could have cost a million to the company.
There are numerous social listening applications available in the market, that will make your life a little easier. You can select one according to your choice and preferences and start the ball rolling.
Until the next time, “Keep Listening, keep learning”.