What is being said about your brands online?
Social media, has helped provide customers the platform to share their experiences of brands and services en mass. When customers are discussing your brand online – are you listening? Do you have your finger on the proverbial consumer pulse?
It’s now more vital than ever for organisations to understand what is being said about them, so that they can effectively manage their brands and their reputation online.
Social media monitoring (or social media listening) is a highly cost effective way to measure what is being said about your brand and where those conversations are taking place; it has become a key tool in informing social media research and marketing strategy. Social listening can now be integrated with your surveys.
Our unique approach to “Social Media Listening”
There are many market research companies that monitor “what” is being said about brands online. However, we believe the role of social media research is to also understand “why”.
Technology and software companies tend to focus on data: gathering it in vast quantities and cranking it out via dashboards. But data is of limited value unless it can help you make better decisions. That’s why, in addition to listening, we analyse conversations, try to understand them and advise our clients on how to engage with their customers and influencers.
We can do topics and sentiment analysis in any language – assessing what is being said about your brand, whether it is good, bad, or neutral. High levels of sentiment precision are notoriously difficult to achieve by automated processes alone. Many technology companies find it difficult to define their levels of accuracy and most achieve at best only around 60%.
We combine our highly sophisticated sentiment analysis algorithms with real research know-how, using human intervention (when necessary) to further curate and refine data, to achieve sentiment accuracy over 80% at post level. Our approach is to:
- Listen to what your customers say
- Analyse what they say
- Understand why they say it
- Engage in a dialogue with your customers in order to:
- Discover unique customer insights
- Evaluate your digital marketing campaigns
- Actively manage your reputation online
- Develop innovative & compelling products
- Address operational & customer service opportunities
- Improve your advertising with messaging that resonates
Our social listening reports
DigitalMR monitors millions of online conversations across open-access social media sites such as Twitter and Facebook, forums, blogs and comments on e-commerce sites and online stores. We not only measure the number of posts posted by consumers on the internet and separate them by topic, but we also conduct sentiment analysis – stating whether these posts are positive, negative or neutral.
We aggregate these findings to produce reports that can help you make better business decisions.
We offer a full range of reporting options: from syndicated to fully bespoke, which accommodates your input in report set-up, content and frequency of reporting, plus customised additional analyses of your choice.
We currently have off-the-shelf syndicated reports for a variety of financial services such as retail banking, insurance, asset management, online trading. We also have reports for Smartphones and Tablet PCs. For an example of the syndicated report format click here
Reports include detailed analysis on brands and product category, including share of voice, product features, Net Sentiment Score and competitive benchmarking.
Benefits of Social Listening or Active Web Listening
Brands can use analysis of data from websites and other social media in the following ways:
- Understand social media trends
- Develop a social media plan
- Engage in a one-to-one dialogue with their customers and respond to negative comments.
- Invite some of the customers to join online communities or online focus groups to probe into their expressed views
- Leverage positive sentiment in advertising
- Operations can learn about and fix specific performance issues
- Existing products can be improved, and new ones developed to meet customer needs
- Assess how your social media research strategy is working