Social media monitoring is about listening to your customers, prospects and others, knowing where and what they are saying about your brand, products and services through blogs, forums, social networks, websites, review sites, videos and online media. (Ryan and Jones, 2012).
This implies a change of mind among marketers, as they have not control anymore over their audience. But instead of being afraid, the best choice is participate actively where is our audience. The worst decision: no answer, silence can be fatal. To participate successfully in online conversations with our audience is essential first to learn to listen to them carefully and then respond them in a proactive and positive way (Ryan and Jones, 2012). Continue reading