Digital communication is all about having a two-way flow of interaction. While effectively communicating a message is the foundation of social selling, it doesn’t result in anything if you’re not also simultaneously listening. Nobody likes a conversation where only one person is talking, and you don’t learn anything about your customers if you don’t give them a voice.
Likewise, ABOs need to provide the space for customers to talk, discuss and provide feedback. All three of Amway’s social media platforms – Instagram, Facebook and YouTube – feature tools for comments or direct messaging. Using all of these tools is key to community-building and maintaining genuine relationships via social media.
According to Hubspot, 80% of customers expect companies to respond to their social media posts within 24 hours. Ambassador found that 71% of consumers who have had a positive experience with a brand on social media are likely to recommend the brand to family and friends.
What does this mean? Essentially, if you provide potential customers with quick responses and positive experiences on social media, you’ll boost your sales – one of the key principles of social selling.
While social monitoring tells you what is happening on your social media accounts, social listening informs you why. For example, social monitoring could be realising that a video you posted on Instagram received 50 more likes than another post.
Social listening involves reading and understanding the comments and analysing why this post received higher engagement – for example, because the quality is higher, it was posted at a more convenient time or the caption was more informative.
Listening allows you to improve your strategy for the future and provide your audience with what is relevant to them. Social listening involves tracking and understanding how your followers’ interests evolve and staying ahead of the game to continually provide them with what they need.
Tip: Hashtags should always be closely related to what is shown in the picture to keep the relevance high and only reach people that are likely to engage with the post. Use a mix of community hashtags, unique brand-related hashtags and something with local relevance. Learn more about effectively using hashtags or use our general guide to the best hashtags and accounts to tag and follow:
Makeup: #ArtistryStudio, #artistrymy, #artistrymsb, #artistrysg, #artistrybrunei, #artistry_msb, #mypassionistajourney, #wearitshareit, #passionnista
Skincare: #mysignturemask, #essentialsbyartistry
Nutrition: #nutrilitemy, #bodykeymy
Active Living: #noexcuseswithXS, #XS_msb, #XSmalaysia, #XSsingapore, #XSbrunei, #XSperiencemore, #XSnation, #letsXS
Home & Living: #espring, #atmospheresky, #atmospheredrive