Your SlideShare is downloading. ×
0
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...
Usually for people to be on board, they need to 1st understand
what “social media” encompasses. Before blasting it at corp...
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 individual...
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...
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 docume...
How do we create a listening grid so all parts of an enterprise are
involved in listening & engaging?


                  ...
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..




...
Sales, service, marketing, Product Dev, HR, etc all need listening
Grids to start. They then move and evolve accordingly t...
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 do...
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 Black...
Knowing what to listen for in your grid is critical, but also listening on behalf
of your org. with its best interests at ...
Can I get an Amen?
Developing a Corporate Listening Grid
Upcoming SlideShare
Loading in...5
×

Developing a Corporate Listening Grid

2,666

Published on

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

Published in: Technology, Business
1 Comment
6 Likes
Statistics
Notes
No Downloads
Views
Total Views
2,666
On Slideshare
0
From Embeds
0
Number of Embeds
7
Actions
Shares
0
Downloads
76
Comments
1
Likes
6
Embeds 0
No embeds

No notes for slide

Transcript of "Developing a Corporate Listening Grid"

  1. 1. Developing a Corporate Listening Grid A collection of voices and thoughts from #socialmedia Unpanel #8
  2. 2. What's the cultural shift that needs to happen today in business in order to accommodate social media?
  3. 3. Companies need to be willing to trade control for conversation
  4. 4. 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 ...
  5. 5. Usually for people to be on board, they need to 1st understand what “social media” encompasses. Before blasting it at corp. culture
  6. 6. Companies need to make sure the right person behind the brand is responding
  7. 7. Employees like hiding behind their Brands. Because it allows them to not be accountable. Companies need to make individuals more accountable
  8. 8. What should companies be listening for once they develop a listening culture?
  9. 9. Listen for opportunity
  10. 10. Listen for failure “Houston... we have a problem”...
  11. 11. Listen for brand ambassadors
  12. 12. Listening for brand conversations and the keywords that relate to their brand– that provide the opportunity to communicate...in good times... or bad
  13. 13. You should listen for competitive movements
  14. 14. With listening, don't forget “The most important thing in communication is hearing what isn’t said”...
  15. 15. Listen so they don’t vote with their feet! “Starbucks Twitter campaign hijacked by documentary about Starbucks' union-busting”.....
  16. 16. 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...
  17. 17. The grid needs a leader or point person
  18. 18. Once the ‘grid’ is set up, It offers opportunities for co-creation, Solving problems, rolling out new products, etc.. Remember this guy?
  19. 19. Sales, service, marketing, Product Dev, HR, etc all need listening Grids to start. They then move and evolve accordingly to their needs.
  20. 20. Identify the need, and solve the problem
  21. 21. 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.
  22. 22. Can you name a company that gets it right?
  23. 23. Can you name a company that doesn't?
  24. 24. Satisfied customers tell 3 friends. Angry customers tell 3,000 -Pete Blackshaw
  25. 25. 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!
  26. 26. Can I get an Amen?
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×