Social media is active at all times. There is always someone online at any given moment, ready to read what you have to say about your business, sandwich or a slightly too milky cup of tea made by a co-worker.

As a business owner, brand or internet personality, it’s important to grasp the importance of ‘listening’ on social media, as well as posting about yourself.
So let’s have a look at 4 ways – as well as reasons – why you should listen on Social Media.

Building Relationships

Follow people from the same city as you and interact! Making friends with others online will build lasting and meaningful relationships. Don’t act like best friends straightaway or instantly try to sell your product, but let them know that there is a real person running the account and it might help them keep you in mind for future partnerships, collaborations or even a friendly chat someday!

Comment on Others Posts

If you’re only constantly posting about yourself, people will lose interest. Comment on the funny photo of the cow on your timeline or be brave and crack a joke, like Innocent Smoothies have mastered on Twitter. Tesco’s have had some great marketing in national newspapers because of their witty Twitter replies to customers. Search your business name and reply to a few. But be mindful of your audience. An older Twitter user might not respond to a joke as well as a teenager using the site. Be personal and approachable!


If people are asking you a question – reply. It can put a bad taste in a customers mouth when a business ignores them. Train companies have this down to the T – the likes of Greater Anglia reply to tweets in mere minutes, giving updates on delays and updating passengers instantly. You don’t need to be glued to your phone all day, but being active helps.

Deal with Complaints the Right Way

There is no doubt about it, people use social media to vent their frustration! Always be polite and caring when dealing with a complaint online. You don’t want to anger a potential customer, so try to diffuse the situation through direct messages or e-mail if possible. Let them know you care by saying something like “Hey, Paul. So sorry to hear this! Please drop us a line at…” Avoid very generic looking answers and try to address the complaint in a positive way.
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