Best Practices for Monitoring Social Mentions
Posted: Thu Apr 17, 2025 9:32 am
1. Answer all questions
If a user has taken the time to mention your brand on social media, it's only fair to respond. According to Salesforce, 64% of consumers expect real-time interactions with brands.
If someone has tagged you on social media, they're probably expecting a response. When someone mentions your brand without tagging you, responding gives you an extra opportunity to impress your audience by showing that you're truly listening.
It doesn't have to be complicated:
Hootsuite's response to a mention
Source :Hootsuite on Instagram
2. Share your knowledge
Tracking your social media mentions can teach you a lot. It's important to share your findings dominican republic phone number data with relevant teams within the company. For example, if users are tagging you all day long because they like your latest marketing campaign and want to interact with the brand, your marketing team should be aware.
Similarly, if customers repeatedly report a particular issue with your product or feature, you should notify the product development team.
3. Thank the user for mentioning you
If a user shares something positive about your brand on social media, you'll obviously want to thank them. This type of praise allows you to reach a new audience of potential customers and demonstrates the quality of your products or services.
It's also important to thank users for their questions and complaints. Every negative mention is a chance to win back a disappointed customer and show others that your brand is serious.
There's no need to be sarcastic; instead, be sure to write a sincere thank you. It's not necessary to thank someone for an insult, but it's still okay to thank them for bringing an issue to your attention.
Tim Hortons' response to the availability of its donuts
Source :Tim Hortons on Instagram
4. Share positive mentions
Sharing positive mentions is a great way to build the social proof we discussed above. You can repost all kinds of content to highlight aspects of your product that you might not mention yourself.
Toronto's St. Lawrence Market shared this post, a UGC showcasing the market's many vendors. This initiative aimed to show visitors what to expect without having to create new content.
Canada Culinary Instagram Story reposted by St Lawrence Market
Source :@stlawrencemarket
Most social networks make it easy to repost content, especially content you're directly tagged in. Instagram's main feed also offers collaborator tagging , allowing you to add posts created by other users to your feed.
To highlight positive social mentions about you: Share Instagram Stories you're tagged in, then highlight them to spread for more than 24 hours.
A Featured category with many mentions indicates that you are a well-liked brand on the platform and can inspire trust in new followers.
If a user has taken the time to mention your brand on social media, it's only fair to respond. According to Salesforce, 64% of consumers expect real-time interactions with brands.
If someone has tagged you on social media, they're probably expecting a response. When someone mentions your brand without tagging you, responding gives you an extra opportunity to impress your audience by showing that you're truly listening.
It doesn't have to be complicated:
Hootsuite's response to a mention
Source :Hootsuite on Instagram
2. Share your knowledge
Tracking your social media mentions can teach you a lot. It's important to share your findings dominican republic phone number data with relevant teams within the company. For example, if users are tagging you all day long because they like your latest marketing campaign and want to interact with the brand, your marketing team should be aware.
Similarly, if customers repeatedly report a particular issue with your product or feature, you should notify the product development team.
3. Thank the user for mentioning you
If a user shares something positive about your brand on social media, you'll obviously want to thank them. This type of praise allows you to reach a new audience of potential customers and demonstrates the quality of your products or services.
It's also important to thank users for their questions and complaints. Every negative mention is a chance to win back a disappointed customer and show others that your brand is serious.
There's no need to be sarcastic; instead, be sure to write a sincere thank you. It's not necessary to thank someone for an insult, but it's still okay to thank them for bringing an issue to your attention.
Tim Hortons' response to the availability of its donuts
Source :Tim Hortons on Instagram
4. Share positive mentions
Sharing positive mentions is a great way to build the social proof we discussed above. You can repost all kinds of content to highlight aspects of your product that you might not mention yourself.
Toronto's St. Lawrence Market shared this post, a UGC showcasing the market's many vendors. This initiative aimed to show visitors what to expect without having to create new content.
Canada Culinary Instagram Story reposted by St Lawrence Market
Source :@stlawrencemarket
Most social networks make it easy to repost content, especially content you're directly tagged in. Instagram's main feed also offers collaborator tagging , allowing you to add posts created by other users to your feed.
To highlight positive social mentions about you: Share Instagram Stories you're tagged in, then highlight them to spread for more than 24 hours.
A Featured category with many mentions indicates that you are a well-liked brand on the platform and can inspire trust in new followers.