The document discusses how most companies are not effectively listening to customer conversations on social media. Only a small percentage of companies gather insights from customer engagements on social media or use problems identified there as sales opportunities. While technology has empowered customers to have conversations, many companies are still not actively listening or talking to customers in a way that meshes with new communication norms. The document stresses that maintaining customer loyalty requires companies to have engaging conversations with customers and listen to where and how they are talking online.

1. CAN YOU HEAR THE SOCIAL MEDIA CONVERSATION?

2. Markets are conversations. The Cluetrain Manifesto

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

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

5. Companies need to have Engaging Conversations with employees and clients

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

7. 4 ways communicating with markets has changed

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

9. 2. People are talking but not everyone is ACTIVELY listening

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

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

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

13. Acknowledgments http://www.destinationcrm.com/articles/Web-Exclusives/Viewpoints/Can-You-Hear-the-Social-Media-Conversation-56361.aspx http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media