Social Listening Beyond the Social Team

Inevitably, social listening is often a function of the social media team - and that team only. But, there’s a lot to learn from social listening for teams across companies and brands.

“Social listening is the monitoring of your brand's social media channels for any customer feedback and direct mentions of your brand or discussions regarding specific keywords, topics, competitors, or industries, followed by an analysis to gain insights and act on those opportunities,” according to Hubspot.

Let’s say you work for a chain of clothing stores. Here’s an example of how learnings from social listening can positively impact another function within the business:

Imagine you’re monitoring online chatter about your brand and notice several tweets and comments about dirty fitting rooms… including pictures – eek! This is key information the Operations Team would need to be alerted to. Perhaps, cleaning cycles need to be increased or a change in cleaning services provider is needed. Regardless, this key opportunity for improvement to the customer experience wouldn’t have been identified without social listening.

There are infinite ways social listening can help to strengthen your business – beyond the social team! What are ways social listening has helped you?