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Listening & Monitoring (Workshop Version)

Avatar for Kelli Matthews Kelli Matthews
January 24, 2020
Business
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Listening & Monitoring (Workshop Version)

Avatar for Kelli Matthews

Kelli Matthews

January 24, 2020
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Transcript

  1. None

  2. Active Listening A way of listening & responding to another

    person to improve mutual satisfaction

  3. Listen to customers in their “natural habitat” Observe interactions Pick

    up clues Collect data What does it mean? What is actionable?

  4. What do you listen for?

  5. 10. The complaint 9. The compliment 8. The problem 7.

    The question 6. The campaign impact 5. The crisis 4. The competitor 3. The crowd 2. The influencer 1. The point of need Marcel Lebrun, Radian6: http://www.radian6.com/blog/80/top-10-reasons-brands-should-listen-to-social-media/

  6. Data Insights Actionable Recommendations

  7. Narrow? Wide?

  8. Level 1: About my biz Level 2: Closely related/ Point

    of need Level 3: Lifestyle info
  9. None

  10. Level 1 Level 3 Level 2