Social media management is important because it lets you know what people are saying about you – good or bad – in real time online, giving your insight in how to react and respond. Remember when “word of mouth” was a thing? Well, it still is. A long, long time ago, before social media, a customer would tell her friends, mother, and work colleagues about how much she loved or hated your product. You could count the number of people within her sphere of influence on your fingers. Now, she can tell hundreds of people that she may not even know how much she hates or loves your product. She can write reviews, she can comment in public forums, and she can interact with your brand before, during, and after her purchasing experience. The upside for you? You can now know what she’s saying to whom, and you can join the conversation as it’s happening. If you’re not listening to what she’s saying online, you’re missing out on hundreds of marketing and customer service opportunities. Opportunities that could not only make her experience better, but her entire audience’s experiences as well.
Here’s what social media management allows you to do: