Imagine that a company posts new content on its social media channels. Next, they want to find out how customers feel about their business. The company can then decide how to respond. Which one of the five pillars of social media marketing does this represent?
- Planning and publishing
- Listening and engagement
- Strategy
- Paid social media
- Analytics and reporting
Explanation:
The scenario described, where a company posts new content on its social media channels and then seeks to gauge customer sentiment to inform its response, aligns with the pillar of “Listening and engagement.” Listening and engagement involve actively monitoring social media channels for customer feedback, comments, and discussions related to the company. By paying attention to how customers respond to the posted content, the company gains valuable insights into public perception and can engage in meaningful interactions. This pillar emphasizes the importance of not only broadcasting messages but also actively participating in conversations, fostering relationships, and responding appropriately to customer sentiments in real-time.