#TWITTERSMARTER CHAT – Thursday November 5, 2015
By Anna Edwards
With so many businesses vying for the attention of consumers, it is important to listen and respond quickly. Businesses that listen to the needs of their customers (and even their competitors’ customers) and cater to them proactively tend to do better than the competition. But even though we may know that this kind of anticipation is important and valuable, some of us have a hard time figuring out how to do it right.
Brittany Berger, head of Content and PR at Mention joined us last Thursday on the #TwitterSmarter chat to talk about just that. She shared with us some of the benefits of social listening and how we can use tools like Mention to monitor conversations on social media and elsewhere online.
Continue reading below for more details on the various questions and some of the more insightful and popular responses from the chat.
Be sure to join us every Thursday on Twitter at 1pm ET | 10am PT for awesome and actionable advice on how to #TwitterSmarter.
A1. Hi there! @Mention is a real-time monitoring app that helps you find online convos important to your brand. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A1. I’m the head of content & PR, managing and writing for the blog/other content outlets, along with PR & social. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
SUMMARY OF RESPONSES: Yes. Mention is a more robust tool that tends to gather more results.
A2. Where Google Alerts monitors the web, @Mention monitors the web & social, bringing in more results from more sources #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A2. @Mention’s also real-time, so you can find a mention as soon as it’s published, in time to join the convo. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
@bberg1010 @Mention I use both and I feel like Mention is Google Alerts on steroids! #twittersmarter
— Madalyn Sklar (@MadalynSklar) November 5, 2015
A: @mention helps our @semrush social and cust success teams engage & support customers & fans. #semrushcare #TwitterSmarter
— Tara Clapper (@TaraMClapper) November 5, 2015
I notice that @mention will find articles talking about me and Google Alerts doesn’t catch. #twittersmarter
— Madalyn Sklar (@MadalynSklar) November 5, 2015
A2 Google Alerts definitely doesn’t catch everything. Employ as many social listening tools as you can handle. #twittersmarter
— Laura Nunemaker (@socialforsmallb) November 5, 2015
SUMMARY OF RESPONSES: Industry news, influencers, competitors, content ideas etc.
A3. I have a lot of alerts, especially since I play around with new methods I may be able to write tutorials on. Like… #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A3. I have our main alert monitoring all mentions of @Mention’s main brand keywords, along with a similar PR alert. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A3. We also have shared alerts monitoring competitors & industry news, finding guest post opps, & finding blog post ideas. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A3: I like to monitor my business #1, personal brand #1, competitors #1 and certain Influencers in my niche #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
A3: I monitor brand-related topics as well as industry terms as a way to stay current on trends/news #twittersmarter
— Liz Da Ponte (@lizdaponte) November 5, 2015
A3: Company names I manage, their competitors name, and if applicable products/events keywords. #TwitterSmarter https://t.co/Ms9HPhkP8y
— Suzan A Abdurrahman (@Suzans411) November 5, 2015
A3: We use @mention to keep up w/ influencers, industry trends, competitors and how users are using our product. #twittersmarter
— Denise Chan (@denisechan26) November 5, 2015
@MadalynSklar A3: Direct mentions, mentions of my brand and related terms, and what those I follow are saying #twittersmarter
— Stuart.fm (@StuartFM7) November 5, 2015
A3: client mentions in #media, trending topics/articles related to industry, #sm feeds for feedback & customer service opps #twittersmarter
— PatchDesign (@PatchDesign) November 5, 2015
A3 #Brand & product mention, technical & negative conversations #TwitterSmarter https://t.co/QOoUCJILcm
— Varun Kumar (@varunkr842) November 5, 2015
A3: Also really good to monitor your URL for people who don’t tag your brand #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
SUMMARY OF RESPONSES: Being aware of what is being said about your brand is the best way to shape/change perception as is necessary. Listening enables you to better cater to the needs of existing and potential customers.
A4. Monitoring can do so much for your personal brand! You can set up alerts to find new guest blogging or PR opps. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A4. You can also track and measure your personal brand’s online footprint by looking at social mentions, backlinks, etc. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A4 We’re all in it to improve our own brand. Knowing how your brand is perceived can attract leads #TwitterSmarter https://t.co/a9rIS6fWG0
— Terry Lo (@calgarydreamer) November 5, 2015
A4:We have to be aware of what people are saying about our personal brand – image is everything towards trust. @MadalynSklar #TwitterSmarter
— jeff soto (@JS_insidepitch) November 5, 2015
A4 Keep your admirer and enemies close to your strategy by monitoring for effective #Branding #TwitterSmarter https://t.co/qxSMHwcp8k
— Varun Kumar (@varunkr842) November 5, 2015
A4: Your personal brand is just as important as your company brand as your business is a reflection of your personally #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
A4: essential for tailoring #content, understanding the info customers need, gauging efforts & ID-ing areas for improvement #twittersmarter
— PatchDesign (@PatchDesign) November 5, 2015
A4: Proactive reputation management #TwitterSmarter
— MissKwame76 (@kwame76) November 5, 2015
SUMMARY OF RESPONSES: Social listening helps you to identify leads and opportunities. It also helps with customer support and interaction, which better enables you to meet customers’ needs.
A5. Social listening can expand your reach by helping you find conversations to join and influencers to work with. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A5. It can help you sell more by identifying hot leads and convos for you. More info in this post: https://t.co/1eRZP9836e #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A5. And it can help you serve customers by finding & reacting to support inquiries, & to interact w/ them to build community #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A5 b) It also allows for easy identification of opportunities – partnerships, guest blogging, speaking, etc #twittersmarter
— Liz Da Ponte (@lizdaponte) November 5, 2015
A5: When you monitor, you have a pulse on what is going on. This will help you expand your reach and serve customers best. #TwitterSmarter
— Madalyn Sklar (@MadalynSklar) November 5, 2015
A5) Be in the know about what people think of your product/service/brand so you can address problems, stress successes #TwitterSmarter
— David Boutin (@dmboutin) November 5, 2015
A5: You can answer questions your competition doesn’t when listening well and win over new customers #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
A5: By listening, you can better assess what pain points are out there so you plan how you can help #twittersmarter
— Liz Da Ponte (@lizdaponte) November 5, 2015
A5 Social listening got my old bakery a celebrity customer! #twittersmarter
— Laura Nunemaker (@socialforsmallb) November 5, 2015
A5:In the end your marketing or sales isn’t about what you HAVE. It’s about what people NEED. You hear needs. @MadalynSklar #TwitterSmarter
— jeff soto (@JS_insidepitch) November 5, 2015
SUMMARY OF RESPONSES: Use specific terms and don’t be afraid to experiment to find what works for you.
A6. Don’t be afraid to experiment with alerts to find new ways you can use the tool! Every use case is different. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A6. We also have a free email course about this exact topic: using monitoring to grow your biz. 🙂 https://t.co/3p2RgT5eVf #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A6: Make sure to check daily if you can’t constantly monitor. @mention sends summaries via email. #TwitterSmarter
— Tara Clapper (@TaraMClapper) November 5, 2015
A6:Identify questions, themes, comments that consumers might have about you/your brands, listen & answer. @MadalynSklar #TwitterSmarter
— jeff soto (@JS_insidepitch) November 5, 2015
A6b #2 Look for the negative comments. They usually have insight on brand/product problems. #TwitterSmarter https://t.co/PtLyh11YXM
— Terry Lo (@calgarydreamer) November 5, 2015
A6c Find out who are your influencers and fans by listening, and index them. Good future resource. #TwitterSmarter https://t.co/PtLyh11YXM
— Terry Lo (@calgarydreamer) November 5, 2015
A6: Start with specific terms so as not to get overwhelmed. Then, broaden your searches as you get more comfortable #twittersmarter
— Liz Da Ponte (@lizdaponte) November 5, 2015
SUMMARY OF RESPONSES: Monitor industry keywords, competitors, influencers, and fans then use that information as inspiration.
A7. To start with, monitoring industry keywords will help you see what people are talking about & interested in. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A7. This will tell you what they’re excited about, what they’re confused with, and what they’re so. over. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A7. You can also monitor competitors to see what they’re doing (or where there are content gaps for you to fill). #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A7. It’s also great for identifying influencers and inviting them to guest blog for you. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A7. For more ideas on using monitoring for content ideas, @lethargarian has a great post on it: https://t.co/uvBc3Q40Du #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A7: Listening to others Problems & then write about how to solve it. win/winl. @TheSalesLion built his company that way #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
A7: use monitoring 2 see what competitors are doing then do it BETTER. go deeper/different angle. address what they overlook #TwitterSmarter
— PatchDesign (@PatchDesign) November 5, 2015
A7 Look at how they’re talking about the brand.Just looking to improve their experience gives ideas #TwitterSmarter https://t.co/mgRgmrR7yY
— Terry Lo (@calgarydreamer) November 5, 2015
A7: Check out your fans accounts. Use the OTHER things they’re discussing to curate your own social streams! #TwitterSmarter
— Tara Clapper (@TaraMClapper) November 5, 2015
SUMMARY OF RESPONSES: Use advanced filters, negative keywords and include words that add context.
A8. The key to monitoring advanced keywords like @mention is to use advanced filters. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A8. In @Mention, that’s “and,” “or,” and negative keywords, blocking sources, and marking mentions as irrelevant. #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A8. We also have a post on how we monitor the @mention brand here: https://t.co/Btc8dZVppM #twittersmarter
— Brittany Berger (@bberg1010) November 5, 2015
A8: When monitoring advanced keywords definitely need to use Negative Keywords to filter out the noise #twittersmarter
— Mike Kawula (@MikeKawula) November 5, 2015
A8: monitor vague/broad keywords is to accompany with words that contextualize (eg, Monitor + social media) #TwitterSmarter
— PatchDesign (@PatchDesign) November 5, 2015
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow @MadalynSklar and join us every Thursday on Twitter at 1pm ET | 10am PT for #TwitterSmarter.
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As a freelance copywriter, Anna eats, breathes and dreams up story-centric copy for her clients at www.focusonthestory.com. Otherwise she likes to spend time drooling over other people’s well-crafted sentences. She’s also passionate about forming connections, social media and branding. Say hi to her on Twitter!