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Executing a Successful Social Media Listening Strategy

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Companies have always struggled with how to listen at scale. Before social media, you could really listen to only one person at a time. Now, organizations can listen to hundreds, thousands and millions of people at once. Your prospects and customers are on Twitter, Facebook, LinkedIn and other social networks. It's your responsibility to find them, listen to them and engage with them.

Published in: Social Media
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Executing a Successful Social Media Listening Strategy

  1. 1. M a l l o r i e R o s e n b l u t h │ V i c e P r e s i d e n t o f C l i e n t S e r v i c e s │ L i k e a b l e M e d i a
  2. 2. EXECUTING A SUCCESSFUL SOCIAL MEDIA LISTENING STRATEGY
  3. 3. WHAT WE’LL COVER • The Importance of Listening • Identifying and Overcoming Challenges • The ROI of Listening • Next Steps • A Tale of a Great Listener
  4. 4. "WE HAVE TWO EARS AND ONE MOUTH SO THAT WE CAN LISTEN TWICE AS MUCH AS WE SPEAK."
  5. 5. “WE HAVE THREE SCREENS AND TWO HANDS SO WE CAN SEE MORE THAN WE SAY”
  6. 6. THE IMPORTANCE OF LISTENING
  7. 7. CUSTOMER SERVICE • Products • Problems • Public Relations 7
  8. 8. CUSTOMER SERVICE Products 8
  9. 9. CUSTOMER SERVICE Problems 9
  10. 10. CUSTOMER SERVICE Public Relations 10
  11. 11. SHOWCASING PERSONALITY 11
  12. 12. SHOWCASING PERSONALITY 12
  13. 13. GAINING INVALUABLE INSIGHTS 13
  14. 14. IDENTIFYING CHALLENGES
  15. 15. CHALLENGES • Noise! • Proving the Value 15
  16. 16. CHALLENGES 16 90% OF DATA IN THE WORLD TODAY WAS CREATED IN THE PAST TWO YEARS
  17. 17. CHALLENGES Noise! 17 Source: www.domo.com
  18. 18. CHALLENGES 18
  19. 19. FINDING OPPORTUNITIES
  20. 20. FINDING OPPORTUNITIES Listen and Tell a Story 20
  21. 21. FINDING OPPORTUNITIES Listening doesn’t have to mean engaging… it can mean being there 21
  22. 22. FINDING OPPORTUNITIES GO ALL IN 22
  23. 23. THE ROI OF LISTENING
  24. 24. THE ROI OF LISTENING • Acquisition • Retention • Loyalty 24
  25. 25. ACQUISITION Intervention listening and responding 25
  26. 26. RETENTION Turning a bad experience into a good experience 26
  27. 27. LOYALTY Turn your biggest fans into your biggest advocates 27
  28. 28. NEXT STEPS
  29. 29. NEXT STEPS • Get Clear on Why • Select What • Determine How • Identify Who • Choose When and Where
  30. 30. A TALE OF A GREAT LISTENER

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