v
Shut Up & Listen:
How Listening Will Earn Your Brand
More Money Than Talking Ever Will
Carrie Kerpen
CEO of Likeable Media
@CarrieKerpen
Most people never
listen, they are simply
waiting to talk
#LikeableAudit
LULULEMON ATHLETICA – Ignores customers’ complaints regarding
transparent pants and instead uses social media to post cont...
LULULEMON ATHLETICA – Ignores customers’ complaints regarding
transparent pants and instead uses social media to post cont...
LULULEMON ATHLETICA – Ignores customers’ complaints regarding
transparent pants and instead uses social media to post cont...
BANK OF AMERICA – Claims to have over 100 people managing its
accounts and yet somehow managed to completely ignore its cu...
BANK OF AMERICA – Claims to have over 100 people managing its
accounts and yet somehow managed to completely ignore its cu...
Listening is more than this...
Listening is more than this...
Listening is more than this...
Listening is more than this...
Listening believe it or not
is even more than this...
#LikeableAudit
In fact there are
many ways to listen on
social media
#LikeableAudit
Listening for learning
#LikeableAudit
Listening About Your Company
Listening About Your Company
Listening About Your Company
Listening About Your Company
Listening About Your Company
Listening About Your Company
Listening About Your Industry
Listening About Your Industry
Listening About Your Industry
Listening About Your Industry
Listening About Your Industry
Listen to Your Customers
#LikeableAudit
Don’t Forget to Listen to Your Competitors
#LikeableAudit
Now that we have all
that data, it’s time to do
something about it
#LikeableAudit
With active listening
you can...
#LikeableAudit
Surprise & Delight Customers
#LikeableAudit
Make Better Products
#LikeableAudit
Gain Instant Feedback
#LikeableAudit
Prevent Crises
#LikeableAudit
The Result of Listening
Customers who engage with a brand online report
spending 20%-40% more on that brand, or on that
company’s products.
The Re...
Customers who engage with a brand online report
spending 20%-40% more on that brand, or on that
company’s products.
70% of...
Customers who engage with a brand online report
spending 20%-40% more on that brand, or on that
company’s products.
70% of...
Now it’s my turn
to listen to you
#LikeableAudit
Questions? Feedback?
Carrie Kerpen
@CarrieKerpen @LikeableMedia
Upcoming Speaking Events
June 12th in New York City
Receive 15% off your ticket
Use promo code: LIKEABLE15
voxburner.com/e...
Subscribe To My Podcast
www.allthesocialladies.com
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Shut Up and Listen Webinar: How Listening Will Earn Your Brand More Money Than Talking Ever Will

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Shut Up and Listen Webinar: How Listening Will Earn Your Brand More Money Than Talking Ever Will

  1. 1. v Shut Up & Listen: How Listening Will Earn Your Brand More Money Than Talking Ever Will
  2. 2. Carrie Kerpen CEO of Likeable Media @CarrieKerpen
  3. 3. Most people never listen, they are simply waiting to talk #LikeableAudit
  4. 4. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident.
  5. 5. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident. KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond.
  6. 6. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident. KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond. UNITED AIRLINES – Breaks David Carroll’s guitar and makes little effort to compensate him. David’s response; make a music video. Four days after the videos release, United Airline’s stock price dropped 10%, costing stockholders over $180m in value. The video on the other hand is a smash hit with over 10m views.
  7. 7. BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses.
  8. 8. BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses. AMERICAN AIRLINES – It turns out that American Airlines will respond positively to almost any tweet you send its way — even if you call AA “the largest, sh---iest airline in the world.”
  9. 9. Listening is more than this...
  10. 10. Listening is more than this...
  11. 11. Listening is more than this...
  12. 12. Listening is more than this...
  13. 13. Listening believe it or not is even more than this... #LikeableAudit
  14. 14. In fact there are many ways to listen on social media #LikeableAudit
  15. 15. Listening for learning #LikeableAudit
  16. 16. Listening About Your Company
  17. 17. Listening About Your Company
  18. 18. Listening About Your Company
  19. 19. Listening About Your Company
  20. 20. Listening About Your Company
  21. 21. Listening About Your Company
  22. 22. Listening About Your Industry
  23. 23. Listening About Your Industry
  24. 24. Listening About Your Industry
  25. 25. Listening About Your Industry
  26. 26. Listening About Your Industry
  27. 27. Listen to Your Customers #LikeableAudit
  28. 28. Don’t Forget to Listen to Your Competitors #LikeableAudit
  29. 29. Now that we have all that data, it’s time to do something about it #LikeableAudit
  30. 30. With active listening you can... #LikeableAudit
  31. 31. Surprise & Delight Customers #LikeableAudit
  32. 32. Make Better Products #LikeableAudit
  33. 33. Gain Instant Feedback #LikeableAudit
  34. 34. Prevent Crises #LikeableAudit
  35. 35. The Result of Listening
  36. 36. Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products. The Result of Listening
  37. 37. Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products. 70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service. The Result of Listening
  38. 38. Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products. 70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service. IBM’s “Listening for Leads” initiative has uncovered millions of dollars worth of sales leads through their intelligent listening program and has enabled them to close a lot of business. The Result of Listening
  39. 39. Now it’s my turn to listen to you #LikeableAudit
  40. 40. Questions? Feedback? Carrie Kerpen @CarrieKerpen @LikeableMedia
  41. 41. Upcoming Speaking Events June 12th in New York City Receive 15% off your ticket Use promo code: LIKEABLE15 voxburner.com/events June 16-19th in Orlando, FL Receive 10% off a Full Access or VIP Ticket Use promo code: LIKEABLE socialfreshconference.com
  42. 42. Subscribe To My Podcast www.allthesocialladies.com

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