With the explosion of social media, consumers are communicating at an extremely rapid viral pace. Positive or negative conversations about your brand or products are taking place through these social sites and it opens up a great opportunity for your company to listen, learn, and engage with these consumers. The process of monitoring and responding to these conversations is called brand management or reputation management.
Before the social media explosion, people would share their thoughts on products through word of mouth marketing, reaching a limited group of friends and family. Today, with the evolution of social media, the tradition of word-of-mouth marketing still continues but with the availability to share with a much wider audience and the public at large. According to research by Convergys Corp, a negative customer review on YouTube, Twitter, or Facebook can cost a company up to 30 customers. Therefore, it is important to monitor your brand through these social media sites. If a problem does come up, it gives you the opportunity to resolve it before it gets shared by others and goes viral.
By listening to customers, and communicating with them, companies can learn valuable information about their company. At WSOA, we can set up a real-time monitoring system to bring in these conversations and provide you with a full report on what people are saying about your brand or products so you can manage the conversation.