Developing a Corporate Listening Grid
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Developing a Corporate Listening Grid

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A compilation of comments from #socialmedia Unpanel #8, "Developing a corporate listening grid", hosted by Radian 6's David Alston

A compilation of comments from #socialmedia Unpanel #8, "Developing a corporate listening grid", hosted by Radian 6's David Alston

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Developing a Corporate Listening Grid Developing a Corporate Listening Grid Presentation Transcript

  • Developing a Corporate Listening Grid A collection of voices and thoughts from #socialmedia Unpanel #8
  • What's the cultural shift that needs to happen today in business in order to accommodate social media?
  • Companies need to be willing to trade control for conversation
  • In larg e o rg anizatio ns , it take s a c hang e manag e me nt appro ac h be fo re s o c ial me dia pro g rams c an g e t o ff the g ro und ...
  • Usually for people to be on board, they need to 1st understand what “social media” encompasses. Before blasting it at corp. culture
  • Companies need to make sure the right person behind the brand is responding
  • Employees like hiding behind their Brands. Because it allows them to not be accountable. Companies need to make individuals more accountable
  • What should companies be listening for once they develop a listening culture?
  • Listen for opportunity
  • Listen for failure “Houston... we have a problem”...
  • Listen for brand ambassadors
  • Listening for brand conversations and the keywords that relate to their brand– that provide the opportunity to communicate...in good times... or bad
  • You should listen for competitive movements
  • With listening, don't forget “The most important thing in communication is hearing what isn’t said”...
  • Listen so they don’t vote with their feet! “Starbucks Twitter campaign hijacked by documentary about Starbucks' union-busting”.....
  • How do we create a listening grid so all parts of an enterprise are involved in listening & engaging? Listening Skills... Active listening.. Tips f or Listening What is the active theme here? .. The role of listening in business .. Not-listening... Lis ninga tivitie ... te c s Greener listening... The Point of Listening...
  • The grid needs a leader or point person
  • Once the ‘grid’ is set up, It offers opportunities for co-creation, Solving problems, rolling out new products, etc.. Remember this guy?
  • Sales, service, marketing, Product Dev, HR, etc all need listening Grids to start. They then move and evolve accordingly to their needs.
  • Identify the need, and solve the problem
  • Just avoid the trap of creating a new type of contact center(grid) staffed w/ powerless employees in dead-end jobs, who don’t care.
  • Can you name a company that gets it right?
  • Can you name a company that doesn't?
  • Satisfied customers tell 3 friends. Angry customers tell 3,000 -Pete Blackshaw
  • Knowing what to listen for in your grid is critical, but also listening on behalf of your org. with its best interests at hand is even more-so!
  • Can I get an Amen?