Social Listening

Social Listening is the process of monitoring digital conversations and mentions across social media platforms to understand how customers perceive a brand, product, or service. It goes beyond tracking keywords or tags, analyzing sentiment, trends, and feedback in real time.

By identifying emerging issues or positive engagement early, social listening helps brands respond proactively and shape better marketing and service strategies. It also enables competitive benchmarking and audience insight generation, making it a vital tool for customer experience management.