Social Listening Archives

Social Listening vs. Social Monitoring: The Difference

Leave a Comment / Social Listening / Locobuzz

Social Media Monitoring Social media monitoring is the real-time tracking of brand mentions, comments, and pertinent debates across several social media sites. It emphasizes quick involvement in areas such as brand reputation management, customer inquiry response, and complaint handling. Companies utilize it to keep current on public opinions of them so they may respond quickly to comments and complaints. More tactically, this method helps companies handle issues and consumer relations as they develop. Social Media Listening Conversely, social media listening examines more general patterns, audience mood, and industry interactions than only tracking mentions. It enables companies to find trends, new ideas, and client problems that could guide long-term plans. Social media listening offers rich insights into consumer behavior instead of just reacting, which helps businesses to improve their messaging, create fresh goods, and predict market changes. Monitoring is about controlling instantaneous encounters; listening helps companies make data-driven decisions for the future. Customers continuously post their ideas, comments, and experiences on social media and internet platforms in the digital first world of today. For companies, knowing what consumers are saying and how they feel is essential for developing brand trust and loyalty; just being present online is insufficient. For companies trying to keep ahead, social media monitoring against listening becomes absolutely vital. Although both methods track online conversation chats, their uses are distinct. Social media monitoring against social media listening is about real-time tracking against in-depth analysis. Real-time response to a viral complaint by brands made possible by social media monitoring guarantees fast damage control and consumer satisfaction. On the other hand, social media listening picks up repeating problems that can point to a more serious one, including regular complaints about a product feature, which makes a company think about design changes or upgrades. Combining these strategies helps companies to control temporary crises and make smart decisions for long-term success.Knowing when to watch and when to listen can help marketing managers, PR teams, CX professionals, and business leaders enhance customer experience and make data-driven decisions that drive long-term growth. Although they seem to be identical, social listening and social monitoring have different uses in a digital strategy of a brand. Reactive social monitoring records direct mentions, comments, and brand-related interactions to control reputation, answer consumer questions, and help to minimize catastrophes. Conversely, social listening is proactive; it shapes long-term plans by analyzing more general industry trends, customer attitudes, and competitor data. This difference is especially important for marketing managers and PR teams since Social listening helps audience pain points, sentiment shifts and engagement trends, allowing marketing and PR teams to craft more effective messaging and campaigns. while monitoring helps to maintain brand health in real-time. Social listening and monitoring. For CEOs and executives, social listening provides competitive insights to drive product innovation, while social monitoring ensures real-time reputation management and customer service improvements. Monitoring guarantees that customer support personnel react to complaints quickly, therefore enhancing brand loyalty and trust. Social listening, meantime, gives leadership teams data-driven insights that enable them to predict changes in the market, create new products, and keep ahead of rivals. Make the impact clearer – Brands that integrate both strategies will enhance their reputation, improve customer relationships, and align marketing, PR, and CX initiatives with evolving consumer expectations. What’s The Difference Between Social Listening And Social Monitoring? Businesses have to properly monitor online interactions in a time when a single viral review, good or bad, can reshape a brand’s reputation overnight. Social media monitoring helps businesses respond in real time to brand mentions, industry trends, and customer concerns before it get larger issues. It lets Customer Support agents, PR teams, and marketing managers quickly spot and answer consumer questions, complaints, or brand references. Keeping a pulse on instantaneous feedback helps companies to control crises, enhance customer service, and preserve their online reputation. Social monitoring, on the other hand, is reactive and emphasizes what is stated now rather than pointing up more general patterns or future prospects. Conversely, social listening is a more deliberate method that examines over time industry trends, consumer attitudes, and more general internet dialogues. It clarifies for CEOs, founders, and CX teams consumer pain areas, new market trends, and competitive data. Data-driven insights let companies improve their messaging, expand their product line, and strengthen bonds with their consumers. Unlike monitoring, listening is proactive—it reveals latent trends in customer behavior, so allowing companies to predict changes in the market and act before problems develop. Social monitoring keeps companies relevant; social listening enables them to lead and innovate. Combining both helps companies make sure they are actively influencing the future of their sector rather than merely responding to dialogues. In the fast-paced digital scene of today, investing in the correct tools and techniques for monitoring and listening will help companies have a competitive edge. This explains social media monitoring vs listening Also read: The Power of Social Listening for the Education Industry Important Contrasts: Social Monitoring Vs. Social Listening Brands trying to make data-driven decisions must first understand the differences between social listening and social monitoring. Although they track online interactions, their aims are different. Their comparisons are as follows: Competitive intelligence depth Social listening: offers a thorough industry study, tracking of rival attitude, new trends, and market gaps. This enables companies to improve positioning and spot fresh prospects. Social Monitoring: Focusses on direct references, consumer comments, and brand involvement in social monitoring but does not offer a thorough understanding of competition tactics. Revenue Impact Social Listening: Spotting consumer requirements, driving product innovation, and enhancing the whole customer experience drives business development. It also supports future demand forecasting analytics in general. Social monitoring: Prevents income loss but does not actively create new income sources, therefore supporting crisis management and brand reputation. Data Use & AI Social Listening: Uses sentiment analysis and artificial intelligence-driven natural language processing (NLP) to find trends in unstructured data, therefore providing deeper insights. Social monitoring: Social monitoring lacks sophisticated AI-driven interpretation of sentiment and context but depends on keyword tracking and

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Best Brand Monitoring Tools In 2025 to Get Started For Free

In today’s time, building an online presence for any brand with the help of brand monitoring tools is essential because interaction with potential customers helps them amplify their presence. Social media is one of the powerful and popular mediums of communication in this modern digital world. Several brands are making full efforts to ensure no lousy response or negative comment about them goes unanswered. Interacting with your customers on social media is of utmost importance for any brand. Monitoring your brands on social media channels is the best way to check your brand’s performance. Table of Contents Better Customer Experience Management starts here Request a Demo Define Brand Monitoring Tools Brand monitoring tools track and record online mentions of a brand throughout social media, news sites, blogs, and forums. These instruments enable companies to help in real-time measure brand reputation, track competitors, analyze sentiment, and identify PR problems. Why Brand Monitoring Matters For Your Business Brand monitoring is now a need in the fast-paced digital terrain of today; it is not a choice. Real-time data may either strengthen or destroy your image whether your position is that of a CEO making sure your brand remains competitive, a PR team handling crisis communication, or a marketing manager monitoring brand sentiment. Cost & Budget ConcernsPurchasing a brand monitoring tool can be costly, particularly for business solutions with hidden expenses like API access, additional users, and data storage. While free tools may seem enticing, do they truly provide enough value to justify their use? Businesses must have open pricing policies and a clear ROI comparison between free, mid-tier, and enterprise choices if they are to justify the expenses to higher management. Accuracy and data OverloadEspecially when false positives and irrelevant comments flood dashboards, too much data can be taxing. Furthermore, artificial intelligence-powered sentiment analysis often misinterprets sarcasm and local quirks. The greatest solutions help companies sort through the noise by using sophisticated filtering capabilities to provide just the insights that count. Interaction with Current SystemsA tool’s value depends just on how well it allows you to link with your workflow. Solutions lacking connections with CRMs (Salesforce, HubSpot), social media management tools (Hootsuite, Sprout Social), and reporting systems (Google Data Studio, Power BI) cause many companies great trouble. Selecting a product with flawless integrations guarantees a seamless data flow throughout departments. Real-time alerts and crisis management Delayed reaction to a PR problem can harm the reputation of a brand. Many tools fall short in offering early warning systems driven by artificial intelligence or real-time alarms. High in speed and predictive power, the best monitoring tools enable companies to act right away before a problem gets out of control. Monitoring Competitors and BenchmarkingWhile tracking rivals is equally vital, knowledge about brand perception is very necessary. Certain instruments lack historical data for sentiment comparison or artificial intelligence-driven insights for competitive positioning. Companies who want to keep ahead of market trends should choose systems that offer thorough competitor analysis. Reporting Challenges and Customizing EffortsAlthough executives need thorough information, strict dashboards and restricted export options can make customizing challenging. Many tools lack automated PDF or PowerPoint reports as well as role-based access for many teams. The finest systems provide adaptable reporting tools tailored to specific corporate needs. Scalability and Growth IssuesScalability is a big issue for expanding companies. Some tools are expensive over time because they charge additional per user or data volume. Scalable features and flexible pricing levels guarantee that companies—startups or businesses—can keep utilizing the platform as they grow. Multi-channel and global monitoring gapsGlobally minded businesses must keep an eye on all platforms and languages. Tracking niche forums, emerging platforms like TikHub and Reddit, and conducting multilingual sentiment analysis can be challenging for some tools. Strong regional tracking and wide language compatibility for worldwide reach define the top tools. Learning Curve & UsabilityA powerful tool is useless if teams struggle to use it effectively. Older designs, high learning curves, and complex UIs can all slow down adoption. To reduce friction, companies should give products with simple interfaces, live chat assistance, onboarding instructions, and training webinar top priority. AI Understanding of Language & contextParticularly when artificial intelligence misses irony, cultural subtleties, or business jargon, sentiment analysis is typically unreliable. Inaccurate sentiment analysis can lead to misguided decisions. Modern NLP models are the greatest instruments since they help to increase language understanding in many scenarios. Calculating the Brand Monitoring ROIMany businessesstruggle to convince leadership of the necessity of brand monitoring. Getting budget permission might be difficult without a demonstrated connection between brand impression and income development. Tools with built-in analytics that link monitoring activities to quantifiable corporate results are much sought for by companies. Using Data to Create Useful InsightsMaintaining mentions is insufficient; companies also require automation for trend detection and predictive analytics to project future reputation issues. Tools driven by artificial intelligence with proactive insights and anomaly warnings can enable companies keep ahead of changes in public mood. Compliance & Legal IssuesMonitoring public comments poses legal and compliance risks. Compliance problems might arise from GDPR, CCPA, industry-specific data rules. Selecting tools that give data security, openness, and legal compliance first priority helps companies stay out of possible legal hotpots. Ease of Switching Tools: FlexibilityHigh switching fees make companies hesitant to commit to long-term contracts. Certain systems either push customers to pay for pointless services or make data export difficult. Choosing instruments with flexible contracts and simple migration choices guarantees a hassle-free change should necessary. Best Brand Monitoring Tools In 2025 If you’re a brand and looking to track every single step of your brand, these five best free brand monitoring tools in 2025 will surely help you out. 1. Locobuzz Overview: Locobuzz is an AI-driven customer experience and brand monitoring platform designed to help businesses manage social media engagement, analytics, and online reputation. It provides real-time insights, automation, and omnichannel support to enhance brand performance. The platform integrates AI, machine learning, and automation for seamless customer interactions. Key Features: Social listening, sentiment analysis, competitor benchmarking, AI-powered

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ResponseGenie: GPT-powered response generator for your CX

Chatbot, Social Listening / Zara Ansari

I’m always with you, day and night,Your every move, I’m in your sight.I’m not a stalker, not a spy,But without me, your brand could die.Who am I? Answer: Customer! If you’re involved in any business, you’re in the realm of human interactions. The key to success lies in having the right conversations. Crafting precise messages and delivering ideal, timely responses is crucial, but real-time execution often requires additional support. Some may argue, “ChatGPT can address our customers’ queries with the right prompts.” ChatGPT is many things, but it’s important to acknowledge that it’s not human. As a member of the customer success team, you encounter the following challenges: Knowledge erosion due to the high turnover rate within the customer success team. Lack of consistency and personalisation stemming from this high turnover. Absence of data decentralisation. Lengthy response times. Occasional inaccuracies or grammatical errors in customer conversations. So, can it ensure your customers’ happiness? Not really. For these complex challenges, you require a solution that goes beyond ChatGPT. Enter Response Genie, which seamlessly integrates automation with a human touch, resulting in more natural and efficient customer support – far from the robotic interactions of the past. What is Response Genie? ChatGPT does not know about your brand or your customer base. Consequently, extracting relevant answers quickly can prove challenging, rendering prompts ineffective in such scenarios. This is precisely where Response Genie distinguishes itself. It acts as the vital link to bridge the gap between your brand knowledge and ChatGPT, facilitating the delivery of contextually relevant responses to your customers. How does it accomplish this? Through its utilisation of the Knowledge Base. Within the Locobuzz platform, users can input brand-specific information, guidelines, and frequently asked questions (FAQs) into a designated section called the Knowledge Base. This capability empowers Response Genie to formulate or refine responses that are not only aligned with the customer’s needs but also reflect the unique characteristics of your brand. For instance, if a customer wants to inquire about a refund, here’s how Response Genie can help. Customer Query: How do I check the status of my refund?Response Genie (post sifting through the Knowledge Base): To check your refund status, click on “My Profile”, scroll down to “My Orders”, and click on it. You will be directed to a new page with information regarding your order. Look for “Refunds” and click on it to check the status. Response Genie takes cues from customer queries and utilises them as prompts to curate pertinent responses, enhancing the personalisation and effectiveness of GPT-powered answers in addressing customer inquiries. This streamlines the resolution process and optimises time and resources, which can then be allocated to other critical cases. In a similar case, one of our clients, a leader in the digital industry, has high customer queries that need immediate resolution. The sheer volume of these tickets adds a lot of pressure on the existing customer success team, and they require the power of automation to sail through.Customer support agents can generate more effective and efficient responses by leveraging our GPT-powered Response Genie (backed by a solid knowledge base). The result? Productivity surged by an impressive 40%, thanks to swifter and more accurate responses. Customer engagement rates saw a remarkable 20% boost, as clients received responses that were not only more relevant but also highly valuable, subsequently driving increased app usage and transactions. Exciting news! We’ve joined forces with Microsoft Azure and OpenAI to shape the future of Customer Experience. Learn more here. Why should you use Response Genie? Response Genie offers a comprehensive solution for improving your customer support processes. This makes it an invaluable tool for enhancing your customer support operations, and here’s why you should consider Response Genie. Standardisation Response Genie ensures that all customer interactions adhere to the predefined brand standards and guidelines. By referring to the Knowledge Base, it can generate responses that maintain a consistent tone, style, and messaging, which is crucial for building a solid and uniform brand identity across all customer touchpoints. Personalisation While maintaining standardisation, Response Genie also understands the vision and tone of your brand. This means it can craft responses that feel personalised to each customer. It goes beyond generic replies and tailors messages to individual queries, creating a more engaging and customer-centric experience. Multilingual Capabilities In our globalised world, communicating with customers in their preferred language is essential. Response Genie is equipped with multilingual capabilities, enabling it to respond in various languages. This ensures your brand can connect with a diverse customer base, enhancing customer satisfaction and loyalty. Time Efficiency Response Genie is designed to save time and effort for your customer support team. It generates responses quickly and accurately, reducing the need for manual input and extensive training for support agents. This efficiency can significantly improve response times and customer support experience. Create from Scratch or Enhance Whether you want to create responses from scratch or need assistance refining existing content, Response Genie can handle both. This flexibility allows you to adapt to various customer scenarios, whether you must draft a new response for a unique query or refine an existing template. Learn from Past Data One of the most valuable features of Response Genie is its ability to learn from past interactions. It can analyse the effectiveness of responses, considering customer feedback and outcomes. Doing so continuously improves and evolves, ensuring customer support becomes more efficient and effective. Steps to use Response Genie Okay, you’ve read this far, so something tells us that you’re convinced about how awesome Response Genie is. Now, to simplify your life, here are a few quick steps to set it up. P.S. You don’t have to worry about Response Genie adding to your CX team’s work! Step 1: Add brand-related details to Locobuzz and build your knowledge base. You can use FAQs, brand guidelines and others to enrich your data repository. Step 2: Implement this knowledge base in your Response Genie configuration page. Step 3: Response Genie uses this knowledge base to curate responses.

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30 Social Media Listening Statistics

Influencers, Social Listening / Zara Ansari

30 Social Media Listening Statistics You Need to Know Explore the realm of the 30 Essential statistics of social listening. Imagine having access to timely insights that influence global discourse, comprehend sentiment, and identify key opinion leaders. Learn about the various ways that this technology boosts brands, from enhancing products to interacting with clients and handling crises. Continue reading to embark with us on a voyage of wise judgment and digital dominance. Enhance your brand’s social media presence now! Request a Demo Social Listening Statistics Approximately 58.4% of the global population actively engages with social media platforms. Presently, there are nearly 4.62 billion active social media users. Close to 61% of businesses have implemented social listening systems to monitor keyword mentions. An astounding 96% of dissatisfied customers choose not to express their concerns directly but rather share them with approximately 15 of their acquaintances. If customers have a positive experience with a brand on social media, around 71% of them are more inclined to recommend the brand to others. Data from Stackla reveals that an impressive 79% of individuals believe that user-generated content significantly influences their purchasing decisions. According to TrackMaven’s findings, Instagram posts that include at least one hashtag receive a 12.6% boost in engagement compared to posts without hashtags. Businesses are achieving a remarkable ROI of $5.2 for every $1 invested in influencer marketing. Among the top 13% of businesses, the return on investment is even higher, exceeding $20 for every $1 spent. Social Media Examiner’s annual report indicates that a staggering 92% of marketers consider social media crucial for their business. Of these, 72% claim that it has led to increased website traffic and a growth in subscribers. Self-employed individuals (59%) and small business owners (58%) are more likely to witness reduced marketing costs when utilizing social media marketing strategies. Only 25% of those who are new to social media experience the formation of new partnerships, in contrast to 80% or more among individuals with three or more years of social media experience. According to Statista’s data from 2021, mobile devices accounted for 54.8% of global web traffic, underlining the significance of mobile-friendly content and social media strategies. Our findings reveal that 71% of Twitter users anticipate a brand’s response within an hour of tweeting a query. Impressively, 63% of those who tweeted a brand about customerservice received a response within an hour, with over a third of them getting a response in just 30 minutes. A substantial 71% of social media marketers affirm their capability to provide consumer insights gathered from social media channels to other departments. Unfollowing brands on social media can be attributed to various factors, including poor product quality (49%), irrelevant content (45%), excessive advertisements (45%), privacy concerns (39%), negative publicity (29%), and corporate scandals (26%). Surprisingly, nearly three-quarters of brands (71%) do not incorporate messaging apps into their marketing strategies. Based on ReviewTrackers data, a staggering 94% of consumers admit that a negative review has deterred them from engaging with a business. Furthermore, 53% of customers expect businesses to respond to negative reviews within a week, with one-third anticipating a response within a mere three days. As per a study by The Social Habit, 42% of consumers utilize social media to voice their concerns, with the expectation of receiving a resolution within 60 minutes. Additionally, 32% of them expect a response within just 30 minutes. An impressive 94% of consumers acknowledge that a positive customer service experience plays a pivotal role in their continued loyalty to a brand. An overwhelming 96% of customers assert that excellent customer service contributes significantly to building trust. In terms of influencer marketing, 61% of respondents find relatable personalities to be the most appealing. This suggests that consumers are gravitating towards influencers who share relatable experiences. The Social Media Listening Market is poised for substantial growth, projected to increase from USD 7.41 billion in 2023 to reach USD 14.21 billion by 2028. A significant 71% of companies find value in social media monitoring, as it provides them with valuable customer insights that can be shared across different departments. According to 63% of social media marketers, social listening is expected to gain even greater significance in the upcoming year, reflecting its growing importance. Engaging with customers on social media can boost their likelihood of making a purchase by as much as 21%. Active social media engagement from consumers has the potential to increase their spending by up to 40% compared to non-engaged customers. Notably, 75% of B2B buyers and 84% of C-level/vice president (VP) executives surveyed use social media to make purchasing decisions. In terms of future investments, the largest share of respondents, at 46%, intend to prioritize the adoption of innovative data analysis technologies. Globally, the count of social media users increased from 4.62 billion in January 2022 to 4.72 billion in January 2023, marking a 3% year-over-year growth, equivalent to an impressive addition of 137 million users. Projections suggest further growth throughout the remainder of the year. An overwhelming statistic reveals that nine out of every 10 consumers make purchases from brands they actively follow on social media platforms. Small and medium-sized enterprises (SMEs) that have integrated data management services for the storage, organization, and presentation of business operations, sales, and customer data have witnessed a remarkable boost in productivity, reaching up to 60%. In contrast, SMEs that relied on e-business and social media initiatives experienced comparatively lower productivity gains, with increases of approximately 27% and 26%, respectively. Final Thoughts In conclusion, the domain of social listening statistics highlights its transformative potential. From tracking brand sentiment to capitalizing on emerging trends, it empowers businesses. For instance, by embracing influencer insights or harnessing viral potential, we can navigate this digital landscape with precision. The lesson? In the age of data, listening truly is learning.

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Tapping into Trends: Using Social Media Listening to Anticipate Market Shifts

Social Listening, Social Media Analytics / Zara Ansari

Tapping into Trends: Using Social Media Listening to Anticipate Market Shifts Whether it’s the world of fashion, automobiles, technology, or the intricate world of finance, the key to survival lies in understanding and adapting to the changing demands of customers. In this fast-paced era, where trends can shift in the blink of an eye, businesses need a reliable compass to navigate the turbulent waters of the market. Table of Contents Why It’s Important to Keep Up with Trends in Your Industry? Predicting What’s to Come Anticipating future market trends is like having a crystal ball for your business. Comprehensive trend analysis allows you to foresee changes in consumer preferences, technological advancements, and market dynamics. Armed with this foresight, you can strategically position your brand to meet evolving demands and navigate the shifting landscape effectively. Leading the Way, Not Following True industry leaders don’t follow trends; they set them. Being attuned to emerging trends empowers your brand to take the initiative. By proactively aligning your strategies with nascent themes and consumer preferences, you can establish yourself as a thought leader. This not only elevates your brand’s status but also positions it as an innovator rather than a follower. Opening Doors to New Opportunities Industry trends often conceal untapped opportunities. In-depth trend analysis unveils these hidden gems by deciphering market shifts and consumer sentiment. These insights enable you to diversify your offerings, explore new markets, and cultivate strategic partnerships that might have otherwise remained undiscovered. Keeping up with the audience Maintaining a consistent brand presence is paramount. Staying updated with industry trends ensures that your brand remains relevant in your audience’s daily discourse. When your brand is consistently on their radar, you become their first choice when they need products or services related to your industry. Being in the Spotlight Brands that actively engage with industry trends naturally attract attention. Vigilant trend tracking helps you identify trending topics and conversations where your brand can make a meaningful impact. This heightened visibility often translates into media coverage, social media buzz, and increased brand awareness. Staying Competitive In a fiercely competitive business landscape, adaptability is key to survival. A comprehensive understanding of industry trends provides you with a competitive edge. Armed with real-time insights into your industry, you can fine-tune your strategies, enhance your product offerings, and outperform your rivals. Let’s delve into how consumer insights reports can anticipate trends for brands to maintain a position of prominence. What are the benefits of consumer insights reports for brands? Strategic Branding Keeping a finger on the pulse of social media conversations is akin to having insider knowledge of what’s hot and what’s not in real-time. By identifying emerging trends and popular topics, leading brands can strategically position themselves to resonate with their target audience. By understanding what’s resonating with consumers at any given moment, brands can adjust their strategies, products, and messaging to remain in sync with the evolving market. This alignment fosters a stronger connection with customers who feel that the brand understands and meets their needs. Strategic Positioning In a rapidly changing market, adaptability is key. Leading brands understand that they must position themselves in a way that reflects the evolving needs and desires of their customers. Social media listening enables them to gather insights into consumer sentiments, pain points, and emerging preferences. Armed with this information, brands can make informed decisions about product development, marketing strategies, and even company culture adjustments. By staying agile and responsive to these insights, they can remain in sync with their audience and make necessary changes to maintain their competitive edge. Competitive Advantage In a competitive marketplace, staying ahead of the curve is a significant advantage. Brands that proactively listen to market changes can identify opportunities before competitors do. This early-mover advantage allows them to innovate, launch new products, or tweak their strategies strategically, putting them in a favourable position to capture market share. Building Presence and Awareness Being present and active in the conversations that matter to your target audience is a powerful way to build brand presence and awareness. When people see a brand consistently engaging with trending topics or addressing current issues, it creates a sense of relevance and reliability. This presence not only keeps the brand top-of-mind but also positions it as a trustworthy authority in its industry. Consumer Preference and Loyalty Brands that actively listen to changes in consumer preferences can adapt and tailor their offerings accordingly. This not only attracts new customers but also retains existing ones. When people feel that a brand is responsive to their evolving needs, they are more likely to choose that brand over others. Loyalty is built on the foundation of understanding and meeting customer expectations. Consumer Insights Reports with Locobuzz How its Done In our workflow, Clients provide the initial direction by furnishing a brief, where we outline our scope and determine the content format. We consider the project’s background and objectives, along with the platforms and analysis time range. Geographic factors and sample keywords are also crucial. We delve into keyword analysis and secondary research, identifying additional keywords and categories like campaign analysis or product issues. These keywords are then injected into our tool using Boolean logic, fetching relevant data. Following that, we assure data integrity and prepare it for analysis by developing templates that are in line with our goals. We then extract insights, and craft observations for a comprehensive report. Let’s move further with some of the key metrics that we cover in the tool. Sentiment Analysis Locobuzz sentiment analysis algorithms are trained to detect and classify sentiment across multiple languages and dialects, including slang, idioms, and colloquialisms. This ensures that businesses get a complete and accurate picture of customer sentiment across all channels and touchpoints. Locobuzz sentiment analysis goes beyond simple positive, negative, and neutral classification. It takes into account the intensity and context of customer sentiment, providing businesses with a more nuanced understanding of customer feedback. This enables businesses to make data-driven decisions that improve customer satisfaction and loyalty,

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The Role of Social Listening in Mitigating Crisis

Social Listening / Zara Ansari

If I told you, that it was possible to look into the future and predict certain outcomes, make key decisions that could mitigate impending disasters and alter the future, it would sound something straight out of sci-fi, reminiscent of Minority Report, where law enforcement prevents crimes before they occur. It’s not far from the truth! Infact a more practical and analytical one. The Power of Social Listening Imagine having your own team of social listening experts, ready and equipped to tackle any potential crisis long before it even arises. Think of it as a super power of being able to glance into the future by analysing the vast ocean of digital data. This allows you to create a detailed map of your user community and everyone else discussing your brand across the digital realm. A dedicated social media listening and monitoring team provides you the ability to foresee trends, minimise risks, and identify opportunities. You can comprehend sentiment, forecast user behaviour, and remain ahead of the curve by sorting through enormous data volumes. It’s a proactive and calculated strategy for boosting your brand’s visibility and reputation. Social listening allows you to venture beyond traditional marketing. With the right team and tools, you can transform your brand based on real-time insights from the ever-expanding digital scape. The future is now, and it’s waiting not to be uncovered, but created through the art of social listening. In addition to crises, social listening is a type of neo marketing that enables you to decipher consumer impressions of a company, product, service, or celebrity and aids in your ability to comprehend their ideas and perceptions. Picture an influencer who knows exactly what to tell his fans and audiences to win more influence over them, or a brand tapping on each and every feature their consumers ever desired, this is what Social Listening can do. Beyond just crisis management, Social Listening represents a new frontier in marketing – a modern approach that deciphers how users view products, services, brands, and even celebrities. It’s a remarkable tool for unravelling thoughts and perceptions, offering unparalleled insights. With Social Listening, you unlock the ability to tap into the collective pulse of your audience, leveraging their desires and sentiments to tailor your strategies. It’s like fine-tuning your marketing efforts to resonate harmoniously with the evolving preferences of your audience. This isn’t just marketing – it’s a strategic dance of perception and connection. A New Colossus. This is the power of Social Listening in action. A Reputed Airline Case Study A bizarre incident occurred on flight wherein a 36-year-old man urinated on a 70-year-old woman. Insane right?The situation remained calm until it was January when a letter from the victim to the airline group chairperson surfaced and caught media attention. It was a dark moment for the brand as it was lashed out from all directions by users on the internet, highlighting the airline’s perceived lack of prompt action and the alleged inattention of the aircrew during the incident. You can imagine the rest, With the brand already struggling due to reasons, this only amplified the damage to their reputation by 10 folds.The aftermath of the incident caused an uproar of negative sentiment across social media platforms. Media houses, influencers, and everyday internet users all flocked onto social with their pitchforks, offering their perspectives, jibes and opinions on the unfolding events. A game-changer arrived when the Chairman, issued a reassuring statement. Airlines online sentiment pivoted – negatives dropped from 70% to 52%, while positive sentiment increased by 6%.The statement galvanized supporters, ushering a shift as they rallied around the brand. This case exemplifies crisis management’s potency, emphasizing prompt authoritative responses. Stakeholders, from influencers to netizens and business leaders, wield immense power in moulding a brand’s online reputation during trials. Details that matter! Social Listening with Locobuzz allows you to dive deeper into raw social, granting you the ability to add further dimensions to it. With an influx of criticism Airline left right and centre, we were able to pull out and interpret large volumes of data and define them systematically, forming a cohesive story backed by numbers which allowed stakeholders to have a better understanding of the situation and give them a clear picture.The below visual shows how data can be interpreted in one of several ways, Here the data has been split into three phases due to the nature of the crisis. • Pre-Crisis: During the pre-crisis phase, the landscape remains characterized by a state of normalcy, evident in the absence of notable spikes within this timeframe. Mentions exhibit stability, with users engaging in routine discussions across diverse social channels while interacting with the brand. • Crisis Phase: This segment of the timeline prominently illustrates a noticeable surge in mentions, possibly stemming from various factors. In the presented scenario, it was the circulation of a letter from the victim to the chairperson that gained traction across social platforms, subsequently triggering a significant outcry. It’s apparent that during this phase, the frequency of negative mentions began to escalate, accompanied by a growing influx of users participating in discussions that critique the brand. • Post crisis: In the post-crisis phase, a noticeable decline in mentions becomes evident. This reduction can be attributed to various factors, including the issuance of an official press release, resolution of critical issues, delivery of statements, or any form of official communication. Additionally, active engagement by brand representatives in addressing each individual on social media contributes to maintaining the brand’s reputation. This concerted effort gives observers the impression of proactive interaction with the audience, thereby rebuilding trust and fostering brand loyalty. Locobuzz to the rescue! The damage to the brand and crisis could have been mitigated, had the airline opted for a proactive approach, as evidence points out that there was a slight level of traction on the internet during the wake of the incident. The above-presented timeline shows not one, but two of such urination incidents. With a social listening team powered by Locobuzz, deployed

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