01 / Glossary
Social listening
Monitoring and analysing public conversations about your brand, competitors and industry on social media, forums and news sites.
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Why it matters
Social listening lets you spot complaints before they grow, gather product feedback, find content ideas and see potential customers asking for recommendations. Only public data should be used, and platform rules and data protection law must be followed.
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Example
A software company notices that people often ask for “an alternative to X” in forums. It prepares an impartial comparison guide and answers the questions helpfully.
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Common mistake
Only reporting the number of mentions, not responding to conversations, or jumping into every conversation with a sales message.
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Related terms
Related services and guides
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