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How to Track Brand Mentions Online
Ingrain Social Media Tip of the Day #3
Most people struggle with their social media presence because they aren’t listing to the customer…
How do you listen to a customer online?
Tracking brand mentions is the best way to find out what customers are saying about your business online. You can find a wealth of useful information that will allow you to become a part of the conversation and put together a strategy to create social media or website content.
When I audit accounts, one of the first things I look for is; What are the customers saying about the business?
I will go through reviews, brand mentions, blog posts, and more to find out what is going on around the business. Usually finding a lot of chatter the business is completely unaware of!
Pro Tip: When responding to reviews, never get defensive or argue with the reviewer. Although, you may be in the right, understand they feel strongly enough about the situation to have gone through the trouble of leaving a review. Always acknowledge them, listen to their complaint, sympathize with the way they feel, apologize for their experience and seek a resolution. I’ve found, in most cases, simply following up with a customer is enough to turn their experience around. More than anything, folks want to feel like they’re being listened to.
How to track brand mentions online
You can easily delve into your business or social media presence by reviewing your brand mentions and activity. To help you do this, I have put together a free downloadable Brand Monitoring Worksheet that will take you through the same process I use when assisting clients. This is an immediate download, no need to put in your email address, join a mailing list or promise your first- born child. I hope that you find this as useful as I have!
Mandy Davis is the owner of Ingrain Social Media a boutique digital marketing agency in Bend, Oregon that specializes in digital marketing with an emphasis on social media marketing. Mandy helps clients from all walks of life and industries get their brands found online.