The easiest way to view social media management is to consider that it includes 3 major social media disciplines: social listening, social analytics, and social engagement. Social listening is when you gather everything that is being said about your brand. Social analytics help you understand all the social media chatter and relate it to possible business changes. Social engagement is the act of interacting, usually 1-on-1 but occasionally at scale, with customers over social channels. Most businesses take on social engagement to close the loop with customers on their issues.

 

Social media is too big and too important, to leave to chance. It is a critical channel for building brand awareness, generating leads, and staying connected with customers. People increasingly use social channels to interact with brands. They also use social media to ask for recommendations, and oftentimes, when pertinent, leave reviews.

 

Your customers want you to respond to them when they reach out to you. They want a fast and accurate response. They also want to see your brand’s personality through your social media presence. This is a great opportunity to create champions and advocates for your brand.