Definition - Social media listening is the process of monitoring digital conversations to understand what customers are saying about a brand and industry online.

Example: After launching their social media listening programme, the company found that though people were happy with their products, they were not happy with quality of customer service.

Business Insight: Social media listening can help bring to light pain points. Addressing those pain points can help boost an SME’s growth prospects.

Read this article about Social Media Listening to learn more.