Social Listening: Is Amazon All That Extra?

Now, I know we all use Amazon a lot more than we probably should. We love getting the notification that our packages are on the way or at our front door.

How many of us actually fill out that second email they send where we are asked to fill out a survey or rate a product out of five stars?

In a day and age where “social media influencer” is a job title, many just assume you have to have a pretty face and be willing to work with any brand. However, as an individual in this line of work, one has to be aware of all of the behind the scenes work.

One main thing that is important for these influencers or brands to remember is social listening.

Social listening gives brands an opportunity to track, analyze, and respond to conversations about them on social media.

Engagement

In order to better understand your customers or followers and their needs, it is important to recognize what kind of engagement you are receiving. When collecting data, what posts do well versus which posts are not reaching your audience should be made note of for future reference as well. If wanting a super detailed insight, using data such as what time of day followers are most active can also be useful

Understand Your Audience

Not only is understanding your audience important for social listening, but for any company or influencer. If a famous TikTok influencer decides they want to partner with a brand in order to give their followers a discount, deciding what brand to work with should be a first step. As TikTok is a gen-z/millennial heavy app, brands like Curology and American Eagle would be a smart choice. If this influencer wanted to reach an older demographic, then they would need to begin with researching what platform this age group is most active on and then find out what appeals to them most.

Identify Customer Issues

With social listening, influencers and brands can identify the concerns or issues their customers might be encountering. For example, if an influencer is trying to showcase something they bought off of Amazon in their bio but the link is not working, they need to know that in order to fix it. Another scenario social listening is important is if a brand has recently launched a new product and their customers are receiving faulty or broken products. The company can then go back and change formulas or the way it was built/made in order to resend and gain feedback from.

Some of us might find that email Amazon sends us a little extra, however, with this company asking for customer feedback, it is one of the reasons they are able to flourish the way that they are. So next time you get an email asking to leave a review of some kind, be honest and explain the pros and cons for the next person to read!