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4 Quick Facts about Shoutlet Social Listening

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  • 1. ScenarioLast year, a national hotel chain received a tweetstating,"Key lime pie: Win. Wi-Fi: Fail."The hotel’s eCommerce team responded to the tweetand contacted the technical staff at this specific hotel toremedy the wireless issue.What the team did not realize at the time was that theperson who posted the tweet was actually the keynotespeaker of a popular conference and during hiskeynote address he mentioned his satisfaction with thehotel’s responsiveness. The end result was a resolvedissue for an influential customer and a word of mouthrecommendation reaching well beyond the 7,000people in the convention hall.After this experience, the hotel recognized the powerof social listening and began to wonder where elsepeople were mentioning their hotel. They were alreadyusing Shoutlet to monitor what was being said on theirhotel’s Facebook page and Twitter account, butbelieved that more was being said on Individual’sFacebook pages, tweets that weren’t directlyaddressed to them, Yelp, Tumblr, and other sources.The hotel chain added the Listening feature to theirShoutlet account and within hours began detectingmentions of their brands on a variety of social channels.They soon created and optimized several listeningcampaigns to monitor how they are perceived,customer service issues, and opportunities to engagewith guests and potential guests.They also compare how their hotel matches up againstother hotel chains, allowing them to get tangible datapoints for establishing benchmarks and goals.The hotel’s CEO is extremely pleased, claiming,“Everyday I’m amazed at the insights we gainfrom social listening. It comes in so manydifferent forms – customer needs, productissues and ideas, marketing performance,competitive intel and sales opportunities. Nowyou don’t have to go to three different places tolisten, engage, and build trusting relationships.”1. WHAT IS LISTENING?Listening allows companies to monitor conversations about theirbrand (or their competitors) that take place on Facebook, Twitter,YouTube, Blogs, News Sites and several more social resources.When brands tap into these conversations, listening becomes auseful tool for:• Understanding Consumers• Evaluating Competitors• Finding an Audience2. HOW DOES LISTENING WORK IN SHOUTLET?Brands set up campaigns that identify key words and phrases worthmonitoring, then Shoutlet filters out the noise and delivers the mostaccurate and relevant results that contain these words. The real-time results can be further grouped, filtered, and analyzed to meetspecific business purposes.Based on the results, companies can learn about the overallperception of their brand in the social sphere, sentiment ofcompetitor brands, customer service issues, key influencers thatspeak positively or negatively about a brand, geographical hotspots, and share of voice when compared to the competition.Listening is offered through Shoutlet at an additional cost.3. HOW DOES LISTENING MAKE SHOUTLET STAND APART?Social Listening through Shoutlet offers comprehensive monitoringthat pulls high quality data, eliminating spam and any harmfulcontent.Beyond the standard results, our listening solution also offersadditional features like side by side competitive data comparisonsbetween social networks and preset content data views thatrequire no additional complex setup. Our simplistic setup allowscustomers to be up and running in minutes.4. WHAT ARE THE ADVANTAGES FOR SHOUTLET CUSTOMERS?With Shoutlet’s existing Social CRM, customers already have theability to listen to what’s being said about their brand on their ownsocial channels, but Shoutlet’s new listening feature allows brandsto listen to conversations happening across the web.Shoutlet customers can listen to what consumers are saying onmajor social networks (such as Facebook, Twitter, YouTube,Google+, Flickr, and Reddit) to quickly evaluate the size and scopeof customer issues, create content that is proven to have value toconsumers, gain competitive intelligence, engage passionatecustomers, and proactively influence “word of mouth” impact.Our customers can choose to both listen one tweet at a time ortake a step back to view the larger picture by monitoring trends andchanges over time.4 QUICK FACTS ABOUT...Listening4/11/13