A few months ago I gave a talk in London about the use of social media for travel and tourism industries, which I think was very well received (considering I received no complaints but follow-up questions I take that as successful), and one of the key questions that was asked a couple of times was – should brands monitor what is being said about them? Why should they? Is it worth the effort? What do you focus on? How would this be monitored? And more importantly, is there an ROI to be taken from this? So, I thought I’d begin a little set of articles about this.
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Why monitor your brand on social networks?
Before we answer this, let’s take back a step and talk about what we are actually talking about. Monitoring your brand is essentially the continuous discovery of conversations related to your brand with the purpose of engaging and supporting not only your brand, but also your (in many cases potential) customers. Typically, this is done in real-time to allow immediate response to particular topics or situations, e.g. when launching a product, quelling rumours or – just as often – providing support or advice.