72% of consumers trust online reviews as much as word of mouth recommendations.


Today, brands that seek to be highly competitive in the market must not only have a presence in digital media, but also have the commitment to care about client’s perception of their image.

Consumer opinion is very important because they are the ones who make you look good or bad, according to the satisfaction they have with the product or service you provide them.

Remember that a single negative comment about your company can cause serious damage in the digital world, due to how quickly information spreads. That is why you must constantly monitor what is said about you to act quickly.


Social Listening

Social listening is one of the new trends in digital marketing, it is focused on listening to the consumer through digital media in order to understand what things they like about your brand and, above all, what they dislike.

Taco Bell is a success story in the use of social listening. The famous franchise began to receive criticism on social networks about one of its products: Quesalupa cheese. The comments marked the internal conflict and, to solve it, they started an email marketing campaign to all their franchisees, where they reminded them of the recipe and how to make it to guarantee the excellent taste of the product.

Currently the "user" is a fundamental piece for all companies, both consumers and suppliers as well as workers, since they all have an opinion about you, so it is important to analyze if their feelings are positive, negative or neutral.

Netflix always uses social listening to find out consumer insights. Thanks to active monitoring, they found that some of their viewers fell asleep watching their series. With this information, they created the “Netflix Socks” campaign: smart socks that, when they feel that the user is falling asleep, pause the platform. The campaign was a success and it went viral because many felt identified.


Why Monitor What They Say About Your Company?

The main objective of monitoring what they say about your company is that the information you find helps you make better decisions and you can act quickly. In the same way, monitoring allows you:

  • Obtain information from users.
  • Understand the consumer.
  • Avoid reputational crises.
  • Identify potential influencers or customers.
  • Detect failures or measure the acceptance of any campaign, product or service.

Due to the importance of the opinions and feelings that the user has about your brand, you should pay attention not only to your internal data (reviews on your official pages, comments in post, etc.), but you should also look for external information.

The information you find in web news, forums, competitor pages, popular groups, among other sources, will help you keep up to date and open your view of all the opinion that involves your brand. That is why you must use different tools for your monitoring to be effective.

The numbers are relevant (total likes, total mentions), but, due to the closeness that consumers are looking for today with brands, feelings are the most important, so you should take care of listening to what they have to say about you and respond in words and actions so that the user really feels taken into account.


Working and worrying about what they say about you online can be tedious. Let us manage your online reputation, get a quote today!