Social Media gives companies the ability to find out what people are saying about their brand. THAT is some pretty powerful information.
In the past, it would be very difficult for brands to hear what people were saying about them at the coffee shop or in the school yard. So brands often didn’t always know customers were dissatisfied, until quarterly reports reflected a sales drop.
Today customers are discussing your brand and competitive brands online. Applications such as Google Alerts, help you to monitor what’s being said about you online. Just knowing allows you to identify what’s working and what isn’t. Knowing when customers are disappointed gives you the opportunity to change that perception or even interact directly with a customer to find a way to satisfy them.