This document summarizes the services of a social media research company called Listen & Learn Research. They analyze social media data to provide insights into customers, brands, and markets. Unlike other agencies, they use human analysts to read all social media data, which allows them to develop deeper insights. Their approach informs and inspires clients to improve their business. They have expertise in markets, brands, and ideas and work with large companies to address various business questions through social listening.

2. Unlocking the potential of social listening.
We listen to what people say in social media around the world, to
help companies learn about their customers, products or services.
Unlike other research agencies, we use real people to sort through
and analyse social data. Yes, we read everything… Which means
we deliver insights that go deeper and are more relevant.
The knowledge and perspective organisations gain from working
with us informs, inspires and challenges them to think and work
more effectively.
ABOUT US
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3. APPROACH
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We examine how
working together will
help you solve specific
problems.
We set clear goals
and define a desired
outcome.
We put our ear to the
ground and find out
what people are
saying about your
chosen topic in social
media.
We gain knowledge by
gathering unbiased
opinions.
We read every single
conversation and post.
We turn these opinions
into insights and deliver
a deeper understanding
of your business and
audience.
We help you bring
these insights back
into your organisation.
We aim to inspire your
team and turn
knowledge into action.
We work with you to
bring tangible benefits.
Explore Listen Learn Inspire
We do things in four stages…

4. WHY USE SOCIAL MEDIA RESEARCH?
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The ways in which people talk, share and create online (what we call social data)
gives us greater insight into what people think and how they feel about brands,
businesses, products and services. Here’s why:
UNPROMPTED Unlike other forms of market research, social data already exists. It’s
generated because people have something to say and share, not because they’re being
interrogated by a researcher in an artificial setting. Social data is a more natural reflection of
what people actually think.
ABUNDANT Comments and conversations about any given topic, typically number the tens
of thousands. Which means that social data allows you to tap into the opinions of more people
than traditional research.
GROUNDED Social media enables people to express their views in their own words, on the
platform they feel most comfortable with. They also create this content where and when they
like. So insights collected from social data are grounded in natural human behaviour and real-
life experiences.

5. WHY WORK WITH LISTEN + LEARN?
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To truly understand social data, you need to work differently. At Listen
+ Learn, we use traditional qualitative research techniques, but with
an innovative twist.
We don’t rely on machines to tell us what people are saying, we read
everything.
This pioneering approach to insight generation means we can give
you a deeper and more accurate picture of what people think and feel
about your product, service or business.
Our global reach and operational model also enables us to analyse
large amounts of data and deliver insights quickly and cost-effectively.

6. OUR AREAS OF EXPERTISE
- MARKETS
- BRANDS
- IDEAS
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7. MARKETS
We’ll work with you to better define your customer segmentation,
analyse your competitors and evaluate your performance in the
market.
We’ll help you:
LEARN more about your customers and find out what they want.
UNDERSTAND what customers think of you and your competitors.
DEFINE the market and your place within it.
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8. BRANDS
We’ll help you to stay relevant and reactive. By analysing social data,
you’ll be able to see the world as your customers do.
We’ll help you to:
SEE your brand from your consumers’ point of view.
EVALUATE and measure campaign performance.
CREATE more engaging social media content.
DEFINE the problems and opportunities for your brand.
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9. IDEAS
Social media is now the place most customers decide to voice their
concerns about brands and companies. Social data helps you to
identify these frustrations and feed them into your innovation and
product development process.
It’s a great way to harness customer opinion and make your business
more relevant and efficient. We’ll help you:
IDENTIFY unmet needs.
SOLVE product or service issues.
TEST new ideas and products.
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10. WHO WE WORK WITH
Since we launched in
2011, we’ve been
fortunate enough to work
with some of the world’s
biggest and most
exciting companies…
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11. CASE STUDIES

12. The question
If you know about cars, you’ll know about Pistonheads. It’s
one of the UK’s most popular car sites, attracting more than
5m unique visitors each month. It’s a powerful opinion former
and Haymarket was keen to make the most of this unique
community.
Our approach
We looked at how the launch of two new Porsche 911 models
played out across the lively forums. Our ability to read
everything and find deep, reliable insights meant that we
could show how opinions started and evolved, and see the
influence their journalists had on the discussion.
The answer
These insights showed how powerful the community is in
shaping opinion, which helped Pistonheads build propositions
for the marques and their agency partners.
CASE STUDY /
HAYMARKET: COMMERCIALISING CONTENT

13. CASE STUDY /
BBC: MEASURING PROGRAMME IMPACT
The question
BBC Radio wanted to know if the Woman’s Hour Power List
programme had actually worked.
Our approach
By collecting social data, as well as listening to conversations
prompted by news articles, we were able paint a comprehensive
picture of how the Power List programme was received by
listeners and by the media.
The answer
We were able to tell the BBC if people agreed with who was
included in the list and determine whether the list was successful
in provoking a debate about women’s power in society.
ROSE VAN ORDEN / SENIOR PLANNER
Firstly, what a great piece of
work, thank you so much.
As well as the Marketing and
Audiences team, the programme
team will find this hugely interesting.
The thing that strikes me is the level
of detail you achieve, analysing just
one big moment. Programme teams
rarely get such rich and insightful
analysis of their content.
”

14. CASE STUDY /
MICROSOFT: DELIVERING MORE ENGAGING CONTENT
The question
Microsoft wanted to better understand what happens when people
talk about and research Cloud Computing online.
Our approach
We listened to the comments about Cloud and found a distinct set of
voices, people and organisations that all added to discussions in their
own unique ways. This helped us understand, profile and advise
Microsoft on how to target these different groups in the best way.
The answer
Microsoft has been using these insights to develop more effective
content to reach specific interest groups while optimising their search
campaigns.
MARK JOHNSTON / HEAD OF DIGITAL
This really helped us find
our blind spots. It gave us
a new perspective and
insight into what small and
medium sized businesses
actually look for and talk about.
Which means we can engage
with them much more effectively.
”

15. CASE STUDY /
HAVAS EHS: AUDIENCE-LED IDEAS
The question
This leading advertising agency asked us how to best create
fresh, creative ideas that would resonate with target audiences.
Our approach
We capture and interpret comments in social media that help
Havas understand what people think about products and brands.
We also give them a broader picture of more specific client-
relevant questions – such as the ‘nature of beauty’ for one of their
cosmetics clients.
The answer
This research gives the agency audience-first insights. It also
gives their creative teams a different view of their customers, one
grounded in the reality of everyday life so they can generate new
ideas that will resonate with these audiences.
We work with some global
FMCG brands that are
learning through this kind of
'audience first' research.
What Listen & Learn Research has
given us is social listening, but with
a completely different, much richer
level of semantic and contextual
analysis.
”
BEN SILCOX / HEAD OF DATA & TECHNOLOGY

16. FOUNDER
Jeremy has been consumed in the
fields of research and marketing for
over 12 years working for award
winning agencies such as
FreshMinds and Verve on projects
for a number of large brands
including Microsoft, Orange, Lloyds
Banking Group, Jones Lang LaSalle,
Barclays, News International, NAO,
HMT, FCO and the Met Police.
Always interested in the evolution of
social in the research field, Jeremy
was involved in the development of
the first social communities with
Verve (winner MRS best new
agency 2010), developing
communities for the likes of Orange,
Lloyds, Which?, News International
and Vue Entertainment.
His latest venture, Listen & Learn
Research, has developed from his
passion to explore the massive
opportunity for using social media
research to create new insights and
different perspectives.
A full member of the MRS, AQR and
a regular blogger for Econsultancy,
Jeremy is focused on delivering
strong customer insight using new
social channels.
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17. GET IN TOUCH
Jeremy Hollow / Founder
Somerset House, T135 & T136 New Wing, Strand, London WC2R 1LA
t: 07799 415829
e: jeremy@listenandlearnresearch.com
w: listenandlearnresearch.com
@LALResearch
Or connect on LinkedIn
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