VP of Client Services Shares Social Media Listening Strategy
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The document discusses executing a successful social media listening strategy. It covers the importance of listening to customers on social media to understand products, problems and public relations. It identifies challenges like noise and proving the value of listening. It also discusses the ROI of listening in areas like acquisition, retention and loyalty. Next steps outlined are to get clear on the why, what, how, who, when and where of a listening strategy.
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VP of Client Services Shares Social Media Listening Strategy
- 1. M a l l o r i e R o s e n b l u t h │ V i c e P r e s i d e n t o f C l i e n t S e r v i c e s │ L i k e a b l e M e d i a
- 2. EXECUTING A SUCCESSFUL SOCIAL MEDIA LISTENING STRATEGY
- 3. WHAT WE’LL COVER • The Importance of Listening • Identifying and Overcoming Challenges • The ROI of Listening • Next Steps • A Tale of a Great Listener
- 4. "WE HAVE TWO EARS AND ONE MOUTH SO THAT WE CAN LISTEN TWICE AS MUCH AS WE SPEAK."
- 5. “WE HAVE THREE SCREENS AND TWO HANDS SO WE CAN SEE MORE THAN WE SAY”
- 6. THE IMPORTANCE OF LISTENING
- 7. CUSTOMER SERVICE • Products • Problems • Public Relations 7
- 15. CHALLENGES • Noise! • Proving the Value 15
- 16. CHALLENGES 16 90% OF DATA IN THE WORLD TODAY WAS CREATED IN THE PAST TWO YEARS
- 18. CHALLENGES 18
- 20. FINDING OPPORTUNITIES Listen and Tell a Story 20
- 21. FINDING OPPORTUNITIES Listening doesn’t have to mean engaging… it can mean being there 21
- 22. FINDING OPPORTUNITIES GO ALL IN 22
- 23. THE ROI OF LISTENING
- 24. THE ROI OF LISTENING • Acquisition • Retention • Loyalty 24
- 25. ACQUISITION Intervention listening and responding 25
- 26. RETENTION Turning a bad experience into a good experience 26
- 27. LOYALTY Turn your biggest fans into your biggest advocates 27
- 28. NEXT STEPS
- 29. NEXT STEPS • Get Clear on Why • Select What • Determine How • Identify Who • Choose When and Where
- 30. A TALE OF A GREAT LISTENER