Listening & Monitoring (Workshop Version)

Transcript

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
10. Level 1 Level 3 Level 2