Voice refers to:

  • The distinct and steady personality or style of your brand.
  • A particular identity or image that’s regarded as an asset to a company.
  • The moods and attitudes of specific content pieces, which can change depending on the channel, the situation, and the audience.
  • The set of human characteristics that are attributed to a brand name.

What’s the first step organizations and brands need to take when establishing a social media policy?

  • Educate employees on the importance of having a social media policy for all team members within the organization.
  • Reward the employees who are shining stars and are doing the right things on social media.
  • Research best case studies for brands that are using social media policies effectively.
  • Determine what not to do for social media policies for employees.

Why do you need to use leading indicators of revenue success when calculating ROI on your social media strategy?

  • It’s difficult to know how much revenue is generated from a sale that originates from a social media campaign.
  • It can be months before you’ve closed new customers from a social media campaign.
  • Understanding how you stack up to your competition can help you pivot and make better business decisions.
  • Calculating ROI on social media is super hard to prove.

What’s the difference between social listening and social monitoring?

  • Social listening centralizes conversations about your brand so that you can join them, while social monitoring measures reputation from higher- level perspective.
  • Social listening involves answering and responding to specifically support questions, while social monitoring is for the purpose of marketing intelligence and research.
  • Social listening can only be done natively within each social media site, whereas social monitoring requires technology to aggregate sentiment from various places.
  • Social listening is done by your sales team to find new opportunities, while social monitoring is done by your marketing team to learn what competitors are doing.