[21-Day CX Challenge] #5 -- They Just Haven't Met You Yet

Alright, now that we've set the mood, let's talk about...

The Other Type of Social Listening

Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand.

By having your finger on the pulse of how people are talking about your brand, you can capitalize on opportunities, nip potential problems in the bud, and generally improve the overall sentiment toward your brand.

But there's one very common, very critical component of social listening that many brands overlook...

What about people who haven't met you yet?

What about those who have problems that you solve, but haven't heard of your brand name?

What about those who've heard of you brand name, but don't realize that you can solve their problems?

What are those folks saying online, and how can that be leveraged to create better experiences for them?

Today's Mission

Search Twitter for questions that apply to your product/service.

Don't look for your brand name. Rather, seek what information customers are trying to find and use it to create awesome experiences they will LOVE.

If you're not sure what to search for, here are some ideas:

Try a combination of the name of your general name of your product or service + an emotion: happy, sad, thrilled, frustrated, love, hate.
Try a combination of the result your product or service creates + questions: how do I, why is it, where can I...
Look at messages your competitors are "@" tagged in. What are people saying they're especially thrilled or unhappy with?

If something strikes you as remarkable, make a note of it. Then critically look at what people are saying and see how it applies to your own brand:

If people love an experience, is that something we're providing?
If people are frustrated by an experience, is that something we may be guilty of, too?
If somebody has a problem you can solve but doesn't know about your solution, how are they articulating that problem? Are you currently doing a good job of meeting these types of potential customers where they are?

The great thing about this exercise is you can do it any time, even if only for a few minutes each.

Put ten minutes in today and in the future when you've got some free time and are feeling curious. Over time, you'll be able to act on what you've learned in ways that can turn more leads into customers while creating a better experience for them.

Now that's a win-win!

Digging Deeper: