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Listening & Monitoring (Workshop Version)
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Kelli Matthews
January 24, 2020
Business
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60
Listening & Monitoring (Workshop Version)
Kelli Matthews
January 24, 2020
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Transcript
None
Active Listening A way of listening & responding to another
person to improve mutual satisfaction
Listen to customers in their “natural habitat” Observe interactions Pick
up clues Collect data What does it mean? What is actionable?
What do you listen for?
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/
Data Insights Actionable Recommendations
Narrow? Wide?
Level 1: About my biz Level 2: Closely related/ Point
of need Level 3: Lifestyle info
None
Level 1 Level 3 Level 2