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Listening and Responding to Your Customers and Prospects
 

Listening and Responding to Your Customers and Prospects

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Listening is the muse of social media that inspires action. In this session, hear real-life examples on how you can drive business results with actionable listening and integrate your online and ...

Listening is the muse of social media that inspires action. In this session, hear real-life examples on how you can drive business results with actionable listening and integrate your online and offline findings to create a holistic "outside-in" view of your brand. [Presented at the #SMSS in Las Vegas Feb 8th] - slide credits go to @steffymarx

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  • Favorite quote – Tolly demonstrating listening skills
  • But first, an overview of how social media has changed our ecosystem - Based on Chris Brogan’s presence frameworkListening across all these properties
  • These are some of the findings of the Harris Poll, conducted online between April 28 and 30, 2010, among 2,131 U.S. adults ages 18 and over.
  • 46% brutally honest – easier to do than when you’re face to face or on phoneAll of these numbers and statistics probably differ depending on which study, survey or research you’re looking at…but the main point is the numbers are LARGE
  • So why does this matter?
  • Social Media is not a fadCommunication has evolved from one to one, to one to many, to many to many
  • To demonstrate the increased growth. Each petal represents a channel such as Video, Blogs, Photo sharing – and within each channel are examples of some of those channels so you can see how huge, conversations could be happening about your company/product/brand on any of these channels and probably is
  • Information not easily deletedA lot of noise
  • How we’ve progressed through the journey
  • Starts as linear process
  • Volume, what’s driving spikesWhere, what
  • No one likes to hear bad things being said about them and no one wants to be unpopular but it’s important to look at the bad with the good…
  • Was able to turn a negative post around into positive…
  • Talk here about sales opportunities as well…
  • Gain insights that can impact your business and help shape your social strategyUncover potential threats, legal issues, negative conversations or press
  • you need to have a strategy in place and an important part of that is having a listening framework and work flow in place – the one is based on the US Air Force blog triage
  • Treat others as you want to be treated…Guiding principles

Listening and Responding to Your Customers and Prospects Listening and Responding to Your Customers and Prospects Presentation Transcript