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Track Your Tweets to Monitor the Buzz on Your Brand

7/1/2010 at 10:35 am by

track your tweetsWhen one friend spreads a rumor about another, don’t you want to step in to stop it before it does any major reputation damage? As in the real world, you should keep track of what friends are saying in the virtual world – especially when they’re saying things about your company.

Social media is an excellent marketing tool that can spread the word about your company quickly – but you have to make sure the word is good. Business owners should become watchdogs of social networks, paying close attention to what customers say about a brand on Facebook and other social media sites. Carefully tracking tweets will give entrepreneurs the power to control the development of the brand – you can put out fires and regain trust by quickly replying online to consumer concerns.

Also, you can use the criticisms people are posting as points to consider when developing your company. Are they complaining about customer service agents who know nothing about their accounts? Consider investing in ERP systems to enhance service representatives’ accessible information about clients. Maybe they say a product doesn’t work as advertised. Take this to your product developers and ask them how it can be fixed.

If you do a good job of handling issues that arise on social media, you may soon be pleased to find your Facebook friends are saying nice things about you.  Since social network friends can be potential customers, these may be some very valuable compliments.

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The Sage ERP team report on various topics related to ERP and business management.

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