CAN YOU HEAR THE SOCIAL MEDIA CONVERSATION?

Markets are conversations.The Cluetrain Manifesto

However…Only 38% of companies gather insight from customer engagementsOnly 32% look for ways to turn problems into new sales opportunitiesOnly 17% use the opportunity to identify & cultivate potential customer champions and advocatesOnly 1 in 5 embrace intelligent Internet analytics

Bottom Line?Nearly two –thirds of companies are not finding their customers’ voice

Companies need to have Engaging Conversationswith employees and clients

Why?Duh.Maintaining customer happiness and loyalty comes from listening to where and how customers are talking

4 ways communicating with markets has changed

1.Technology has given us power. Time of the passive masses has passed.

2.People are talking but not everyone is ACTIVELY listening

3. We don’t want to be talked at but rather talked to

4. New ways of communicating inside and outside organizations don’t exactly mesh with the corporate norm

Social media don’t make the conversations, they support it

Acknowledgmentshttp://www.destinationcrm.com/articles/Web-Exclusives/Viewpoints/Can-You-Hear-the-Social-Media-Conversation-56361.aspxhttp://www.slideshare.net/themoleskin/crucial-conversations-in-social-mediahttp://www.slideshare.net/themoleskin/crucial-conversations-in-social-media