4 reasons to monitor your brand online

Whether it’s offline or online, it’s crucial to pay attention to chatter about your brand.

Would you respond to a customer who approaches you after a presentation to tell you how much they love your product?

Probably.

If a customer endorses your product in a blog post, how long would it take you to thank them for the shout-out?

Sadly, many brand managers ignore important—and potential—customers online. Some dismiss online messages altogether.

Monitor actively to gain insight about your industry, niche or brand. Pay close attention to what your audience is discussing online, even if they don’t mention you directly.

Here are four reasons to monitor your brand mentions:

1. You can identify problems faster. Monitoring what users are saying about your product helps you identify bugs to fix and features to build upon.

2. You’ll learn about your industry. Customers often compare products online. Reading product reviews can help you learn about competitors and improve your product.

   You can lend a helping hand. Marketer Jay Baer says not responding to a customer complaint on social media decreases customer advocacy by almost 45 percent. Set up alerts to ping you every time your brand is mentioned. Doing so will enable you to assist your customer base more effectively.

   Consumers use social media to get help quickly. An engagement opportunity can be missed if you’re not monitoring your feeds. Getting notification of online mentions enables you to provide valuable tips, tricks and excellent customer service.

   It will help you create partnerships. Monitoring online mentions can lead to alliances and collaborations you might not find through more traditional channels. If an influential user mentions one of your products in a tweet, reach out and strike up a conversation. You never know what future business opportunities might arise.

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Piktochart uses Mention, which monitors executives’ and competitors’ mentions in real time. Other tools include SocialMention, Hootsuite and BuzzSumo.

Additionally, you must measure the sentiment of your mentions. Doing so will help you better understand your customers’ feelings, which could improve the health of your brand over time.

What tools do you use to monitor your brand online, PR Daily readers?

Jacqueline Jensen is the community evangelist at Piktochart where she shares Piktochart innovation with various groups at conferences and summits worldwide.

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