Have you ever used social media to give company feedback on your experience with their brand?

72% of Twitter users expect a response from brands they reach out to on Twitter. Even when people don't expect a response, brands still need a way to keep a pulse on what they're saying.

That's where social listening comes in. Social listening is keeping track of conversations related to your brand on social media, and responding to prospects and customers. To listen, marketers use tools ranging from free Google Alerts to extensive dashboards that integrate with CRM systems.