Most business owners get overwhelmed by the sheer volume of brand mentions, comments, and messages across various social media platforms.
💡 Read Media Monitoring: The Ultimate Guide
Despite this large number of mentions, 82% of businesses view social listening as important for their business and 62% have a social listening system in place.
You need a robust social listening system that makes it easy to filter through the noise and gain valuable insights that can help you optimize your marketing strategy.
In this article, I’ll discuss and analyze 7 social media monitoring examples. I’ll explain what these brands have done right in their social media monitoring efforts and provide tips on how you can adopt their strategy for your brand.
7 Social Media Monitoring Examples To Inspire You
We’ll look at 7 brands across various industries that use social media monitoring to power product innovation, understand customer sentiment, and manage their online presence.
Read 6 Reasons Why You Should Use Media Monitoring
1. Hilton
Consumers are quick to share any negative experiences they’ve had with a brand.
Hilton provides one of the best examples of how social media monitoring can help you fix a potentially bad online reputation through effective social media response management.
By promptly addressing any negative experiences shared by consumers, you’re able to prevent the escalation of these issues.
See how the brand responds to a post by a dissatisfied customer within 13 minutes. This is a result of an agile social media monitoring strategy. A timely response prevents the bad customer experience from going viral.
There are two other lessons you can take from the social media monitoring example:
- The reply begins with an acknowledgment of the mistake and an apology
- A real person responded, not a bot, and their name is included
You can keep track of the impact of your efforts on customer satisfaction and business outcomes using social media analytics tools.
Social media monitoring is an integral part of social media analytics as a whole. The collective insights gathered using social media analytics tools can help you deliver a better customer experience and build a positive brand image. According to the Attrock post, it discusses some of the best tools you can consider for your brand this year.
2. Netflix
Social media monitoring can inspire product innovation, as it did for Netflix.
By keeping track of social conversations regarding your brand and niche, you can collect data on customer pain points to create products that consumers want and need.
Through social media monitoring, Netflix realized that their customers were falling asleep when binge-watching their shows. This would cause them to miss out on most of the action.
Inspired by this frustration that their customers were sharing, Netflix invented the smart socks.
The Netflix smart socks have an accelerometer that detects when the individual has dozed off. The socks then send a signal to the TV, which automatically pauses the show.
The innovation resulted in over a billion media impressions and appeared in over 1,000 media placements.
To effectively use customer sentiments in product innovation, use these expert tips:
- Analyze customer sentiments and focus on creating new products that can greatly improve the customer experience
- Involve customers directly through beta testing or focus groups
- Monitor industry trends to create innovative products that meet current needs and also anticipate future trends
3. McDonald’s
McDonald’s shows us how you can use social media monitoring to promptly identify when people are talking about your brand, whether it’s positive or negative.
In the case of negative discussions or crises, you can address the concerns, provide accurate information, and manage the situation before it escalates.
For instance, McDonald’s created a marketing campaign involving the celebration of Grimace’s birthday, the purple mascot associated with the brand. It launched a limited-time Grimace meal and purple shake.
In an unexpected turn of events, people started sharing clips of themselves seemingly suffering horrifying consequences after drinking the purple shake. They used the hashtag #grimaceshake, which got over 3.9 billion views.
Through social media monitoring and effective sentiment analysis, McDonald’s was able to respond in the best way with this witty Instagram post of Grimace.
It handled a potential PR issue well by creating social media content that matched the lightheartedness of the situation.
Use social media monitoring tools to monitor what the market is talking about your brand. Whether the conversation is positive or negative, always respond in a tone that’s appropriate for the situation.
4. Black Girl Sunscreen
Black Girl Sunscreen shows us how you can use social media monitoring to identify posts where your brand is mentioned but not tagged.
By actively monitoring these mentions, you can effectively manage your brand’s online presence and address any issues or feedback that arise.
Check out this post, for instance. The user mentioned BlackGirl Sunscreen in the post but did not tag the brand. However through social media monitoring tools, the brand was able to find the post and repost it.
The same applies to this post. Although the user didn’t tag the brand, Black Girl Sunscreen was able to find the post and recommend a solution to the user’s dilemma.
Use social media monitoring tools to find and engage with customers’ posts. Responding to comments, liking posts, and acknowledging customer content builds meaningful relationships.
It fosters a sense of community that drives loyalty and advocacy.
5. Starface
Starface gives us one of the best examples of how you can use social media monitoring to drive your user-generated content strategy.
According to a report by TINT, consumers view authentic user-generated content as the most trustworthy content from brands.
UGC provides genuine perspectives from real customers about your products. It’s an effective strategy to build trust.
Starface actively searches for user-generated content to share on its social media accounts, without waiting for users to tag the brand.
This post shares Starface’s product in use by one of its customers.
From her comment on the post, she was excited to be associated with the brand and expressed her love for it.
Other users were thrilled to see someone they know featured on the brand’s page, and they left comments about it.
The user had not tagged the brand in her original post, which boosted the authenticity of the post.
How can you make this strategy work for you?
Feature a diverse range of real customers in your UGC. Brands hire a social media management virtual assistant to harness the power of UGC to establish credibility.
6. Chipotle
You can enhance your social media presence by using social media monitoring as Chipotle has done it in this example.
The brand commented on a post from The Cheeky Boyos, Gen Z content creators that share funny and daring videos.
Chipotle challenged them to send a burrito to space and the content creators shot a TikTok video responding to the challenge.
The post got over 650 comments. And Chipotle engaged enthusiastically with these users.
Chipotle capitalized on this exposure further by sharing the post on Instagram with a lighthearted caption that shows off its fun personality.
How can you use social media monitoring to find opportunities to engage with your target audience? Invest in powerful social media monitoring tools that let you track keywords, hashtags, and phrases related to your niche or target audience.
Be sure to adapt your language and tone to match the preferences of your target audience.
7. Arby’s
Arby’s offers another great example of how social media monitoring can help you solve a pain point for your target customers while also expanding your revenue.
After realizing that one of its customers’ fears was running out of Arby’s mouthwatering sauce when having one of their sandwiches, the brand began bottling and selling the sauce as a separate product.
Arby’s even went ahead to create a campaign that capitalized on this fear. It was called the “Saucepocalypse.”
Users were encouraged to share their horror stories of running out of Arby’s sauce. The campaign was promoted across social media platforms.
Capitalizing on consumers’ pain points for increased sales requires a careful and ethical approach.
I’d recommend that you use the data collected from social media monitoring to create compelling and empathetic marketing videos that resonate with consumers’ emotions.
You can engage viewers more by sharing videos of real-life examples of how your solution directly addresses the identified pain points.
Elevate Your Social Media Monitoring Strategy
The social media monitoring examples discussed above prove that when done effectively, this strategy can help you improve customer experience, build brand awareness, and generate more revenue.
Consider investing in the best social media monitoring tools that enable real-time monitoring of keywords, phrases, hashtags, and brand mentions. That lets you derive actionable insights from the data collected.
Draw inspiration from these social media monitoring examples to strategize effectively and establish your brand authority in 2024.
Book a demo with our specialists if you want to know how Determ can help you build your brand presence!
Gaurav Sharma is the founder and CEO of Attrock, a results-driven digital marketing company. Grew an agency from 5-figure to 7-figure revenue in just two years | 10X leads | 2.8X conversions | 300K organic monthly traffic. He also contributes to top publications like HuffPost, Adweek, Business 2 Community, TechCrunch, and more.
