Which of the following terms refers to 'the process of tracking mentions of specific words or phrases on social media sites'?

A) Social customer care.
B) Social monitoring.
C) Customer service recovery.
D) Primary research.
E) None of these.

Social Monitoring

The process of listening to and analyzing conversations and trends on social media platforms to inform marketing strategies and measure public sentiment.

Tracking Mentions

The process of monitoring and tracking references or mentions of a brand, product, or keyword across various media.

Specific Words

Words that are distinct, precise, and clear in their meaning, often used to improve communication accuracy and understanding.