Social Tools can be used to “listen-in” to conversations which are taking place across the web, by customers, business partners and competitors.  Thee are a few terms for this, Brand Monitoring, Social Media Monitoring or “listening-in”. 

There is a wide range of tools available which can help filter and prioritise the information from conversations.   Some of the tools are free, others charge per project  or on a monthly subscription, whatever the budget, “listening projects” deliver valuable Customer Insight.  However, business must act on what they learn in order to realise the value of “listening in”.

 Whatever the budget it is important to

Identify the purpose of the initiative

 will be obtained which, when acted upon, will  

Maintain dialogue with customers over time

Engage customers on individual projects

Monitoring external conversations

Listen to customers on non-brand social platforms