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Shut Up and Listen: How Listening Will Earn Your Brand More Money Than Talking Ever Will

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Shut Up and Listen: How Listening Will Earn Your Brand More Money Than Talking Ever Will

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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. In this can't miss presentation, Carrie Kerpen shares challenges and tips that focus on better listening that will help transform how you communicate with your clients, competitors, consumers and employees.

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. In this can't miss presentation, Carrie Kerpen shares challenges and tips that focus on better listening that will help transform how you communicate with your clients, competitors, consumers and employees.

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Shut Up and Listen: How Listening Will Earn Your Brand More Money Than Talking Ever Will

  1. v Shut Up & Listen: How Listening Will Earn Your Brand More Money Than Talking Ever Will
  2. Carrie Kerpen CEO of Likeable Media @CarrieKerpen
  3. Most people never listen, they are simply waiting to talk #StrategyNY
  4. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident.
  5. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident. KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond.
  6. LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident. KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond. UNITED AIRLINES – Breaks David Carroll’s guitar and makes little effort to compensate him. David’s response; make a music video. Four days after the videos release, United Airline’s stock price dropped 10%, costing stockholders over $180m in value. The video on the other hand is a smash hit with over 10m views.
  7. BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses.
  8. BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses. AMERICAN AIRLINES – It turns out that American Airlines will respond positively to almost any tweet you send its way — even if you call AA “the largest, sh---iest airline in the world.”
  9. Listening is more than this...
  10. Listening is more than this...
  11. Listening is more than this...
  12. Listening is more than this...
  13. Listening believe it or not is even more than this... #StrategyNY
  14. In fact there are many ways to listen on social media #StrategyNY
  15. Listening for learning #StrategyNY
  16. Listening About Your Company
  17. Listening About Your Company
  18. Listening About Your Company
  19. Listening About Your Company
  20. Listening About Your Company
  21. Listening About Your Company
  22. Listening About Your Industry
  23. Listening About Your Industry
  24. Listening About Your Industry
  25. Listening About Your Industry
  26. Listening About Your Industry
  27. Listen to Your Customers #StrategyNY
  28. Don’t Forget to Listen to Your Competitors #StrategyNY
  29. Now that we have all that data, it’s time to do something about it #StrategyNY
  30. With active listening you can... #StrategyNY
  31. Surprise & Delight Customers #StrategyNY
  32. Make Better Products #StrategyNY
  33. Gain Instant Feedback #StrategyNY
  34. Prevent Crises #StrategyNY
  35. The Result of Listening
  36. The Result of Listening Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products.
  37. The Result of Listening Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products. 70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service.
  38. The Result of Listening Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products. 70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service. IBM’s “Listening for Leads” initiative has uncovered millions of dollars worth of sales leads through their intelligent listening program and has enabled them to close a lot of business.
  39. Now it’s my turn to listen to you #StrategyNY
  40. Questions? Feedback? Carrie Kerpen @CarrieKerpen @LikeableMedia

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