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.

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
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15. Listening for learning
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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
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29. Now that we have all
that data, it’s time to do
something about it
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30. With active listening
you can...
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31. Surprise & Delight Customers
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32. Make Better Products
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33. Gain Instant Feedback
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34. Prevent Crises
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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