We Know Your Brand's Business

Maintaining good customer relationships = Understanding your ideal customer, this week we are tapping into the aspects of monitoring your customers by listening to their concerns, feedback and reviews across social media. We are going to show you how we understand your brand’s business through social listening.

There are constant conversations happening across social media everyday, and Social Listening can take the edge off of the overwhelming experience of manually searching social media platforms used by clients and potential clients but before we walk you through the type of services that you can use social listening for, let us briefly explain what social listening is, if you are not quite certain of the term.

Social Listening in its simplest form is the active monitoring of your brand, services, products and industry and analyzing what is being said across social media platforms by unique users. These insights can be used for product development, new leads, improved marketing, improved logistics and so much more business decisions. This is a great way to get a full picture of your brand’s business.

Caribbean businesses can see a complete turnaround if they invest into proper resources to supplement their other developmental efforts so…

Here are (3) examples of how you can utilize social listening

Caribbean Carnival Events and Services

As you know, the Caribbean has numerous carnivals. Trinidad and Tobago carnival recently concluded and as a ‘norm’ folks took to social media with their experiences ranging from concierge services, taxi services, fetes, costume collection, event logistics, food, drinks and of course bands’ reputation. Thousands of reviews were seen on TikTok, Twitter, Instagram and Facebook. Have you been gathering this data? These reviews, complaints, congratulations, and other shared experiences are goldmines for brand managers, logistics teams and promoters. Being able to centralize negative, positive and neutral comments to improve your standards or maintain a level of professionalism for your customers’ experiences nestled in the body of words and videos across these platforms. Keeping your brand aligned with what your target audience needs is wrapped up in social listening. Preparing for a major season such as Carnival requires all hands on deck and can be proven difficult to reach each unique user in a convenient time, so why not consider a resource that will consistently provide you with the data that you need?

Caribbean Small Businesses

Have you ever heard the term ‘Rabs’ before? Have you ever scrolled through Twitter and seen your small business’ reputation or product being dragged through the mud by hundreds of Caribbean users? Or maybe you know someone who would have been. ‘Rabs’ as Trinbagonians and other twitter users may know is defined as backlash across Twitter based on bad customer service, an unsatisfactory product, or something insensitively said by a person, or company. The magnitude of this can be quite overwhelming based on the situation, however

can be controlled through social listening. Customer sentiment and sentiments from potential customers in this type of PR crisis is crucial information to have on hand. At the start of the year we have seen numerous small businesses fall into issues such as these and are unable to adequately and strategically use and gather this information. As hard as it is to receive online criticism, knowing what to do with this information once gathered will keep you out of the uncomfortable situation.

Content Creators and Ambassadors

Millennials and GenZ have been rapidly growing in the field of marketing products, businesses and services. Thousands of brands search across Social Media platforms to find the right fit for a job well done. But how do you identify a great influencer beyond their numbers? Whilst a lot of brands use simply influencer follower numbers to choose, it’s important to do more research into who you will represent your brand, and social listening can get you there. Being able to identify positive, neutral and negative sentiments about content creators are essential to proper brand representation. Associating with new marketing techniques can be risky if not done thoroughly. Data on online presence is valuable in decision making when considering partnerships and ambassadors to maintain the strength of your products, services and events. Give it some more thought before you choose your next content creator.

Proper access and utilization of different forms of data can significantly push the Caribbean forward in the ways we constantly reach out for in Europe and other parts of the world. Being able to provide better customer service, boost your current business strategies and standards have not been easier since there has been access to media monitoring and social listening. These services give you a better understanding of your brand’s business. To get a consultation and a demo of our services, contact sales@media-insite.com.

We Know Your Brand’s Business

Written by Chanelle Beatrice, Marketing Coordinator

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