It’s no secret that social media can be used to follow conversations between consumers. To capitalize on this trend, many companies have invested in all manner of systems ranging from simple to complex. Monitoring online conversations is becoming common practice and many companies have adapted their organization so they are able to react quickly and efficiently to customer questions and complaints.
Social listening will come of age over the next few years and much can still be done to take social listening to the next level. This article examines the cornerstones of social listening in the future.
Putting theory into practice – in this article as well