Published December 31, 2019
The Answer is B.
Social Listening is best defined as the process by which you track, analyze and respond to conversations across the internet.
This can include responding to reviews, tracking mentions, and engaging with your customer base on a consistent basis.
Think about those times you've searched for a review of a restaurant, and you've come across responses to both the positive and negative ones—"Sorry you felt that way," or "Thanks so much. We look forward to seeing you again." This engagement can not only go a long way in maintaining good relationships with happy customers, but also demonstrates to those who are unhappy your desire to fix any wrongdoing or improve a bad experience they may have had.
Social Listening shows both current and potential customers that you care and you're able to relate on a more personal level with them.
Here are just a handful of the many tools which exist to help businesses listen to their customers across all platforms:
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