Social Listening and Online Review Monitoring: Similarities and Differences
If you do not track what others are talking about your dealership on social media platforms, then you are likely allowing your online reputation to take a beating.
It is important to monitor all your mentions every single day.
Social Listening
Social
Listening is the process of monitoring social media platforms for conversions around
your dealership with respect to words, phrases, topics, and emotions. It helps
in understanding the opportunities and threats to your dealership brand.
Social
listening is crucial to creating content relevant to your target audience.
Online Review Monitoring
Online
Review Monitoring is the process of monitoring your online customer reviews on
various platforms like Google, industry-specific sites, yelp, and more, to
learn what customers are talking about your brand.
Online
Review Monitoring allows you to track and interact with your customers and
through them, your prospects.
Social Media Monitoring
Social Media Monitoring is a process of monitoring what people are saying on social media platforms about your dealership, the vehicles you sell, and your staff.
It
is also about monitoring various keywords around the topics of your interest.
- Both help improve customer experience
- Helps in optimizing your sales and service
- Both can drive more leads and showroom footfalls
- Social listening is related to mentions on social media channels like Facebook, Twitter, Pinterest, LinkedIn, YouTube, etc. On the other hand, online review monitoring provides insights into mentions on various web platforms along with social media channels.
- Social listening enables dealers to find the root cause of key customer issues, helping to plan and implement long-term solutions. Online review monitoring helps to respond to customer concerns that results in building customer loyalty.
- Social listening helps dealers identify trends whereas online review monitoring helps in highlighting individual issues, allowing you to address then ASAP.