Back to Playbook

Engage in Social Listening


Social listening is the practice of monitoring social media feeds for posts about your brand — both positive and negative. A study from Lithium Technologies indicated that more than half of consumers who message a brand directly expect a response within an hour. Be sure to set up automated responses on platforms such as Facebook to help meet that expectation, then use tools such as Sprout Social, HootSuite, or Meltwater to manage responses.