People are looking at opportunities of interacting with you on social media platforms, and if you do not listen you cannot hear them. At the same time media monitoring in hospitality certain people are looking for a question that you cannot answer. You can establish a connect with them if you are listening them in an effective manner.
The concept of social media listening is a powerful tool as it turns social media on its head. You can use it as a form of tune in conversations. You need to be aware about the benefits of social listening which is a bit different from social monitoring.
Listening ensures you are accessible
To ensure a good service you need to listen to your customers of any complaints they post. This could be in every juncture and being approachable means every avenue of communication is to be open. This includes social media.
If you listen carefully you respond to queries or concerns in a positive manner, so people feel that their voice is heard.
A tip is already you are reading messages when people tag your organization. Proper listening skills means to figure out where the name of your organization is misspelt or where you are not even tagged. A proactive approach to listening is suggested.
Listening presents you into a larger space
When you listen you not only understand what people say about your product or service, but actively participate in the conversations. Listening means vital insights are provided what people say about your brand. In fact it can go on to provide a lot more.
If you are able to identify relevant keywords, on social channels you open by the possibility of picking up new conversations and clearly understand which are the topics that an organizations likes to engage in on the most. Particularly with reference to media monitoring in hospitality you can build trust and relationships. In fact your biggest advocates and followers are found on the social media itself.
Listening would help you to figure out the language of the conversation and what is the view point of the masses.
The organization needs to understand more about the audience. Social listening helps you to achieve that as it helps people to dig deep about how people are. What are the things they care about? What are the things they would love to talk?
To notice the specific type of words that people use would be of help. People within a certain community rely on the use of specific words. In case if you want to show that you belong to this community, the organization needs to show it and then they might have to speak the language of the community.
To sum it up you need to look at the way other organizations are responding. This could provide an opportunity for an organization to realize what they can do which others are not doing. Do consider mentioning the name of your top competitors on social media platforms.