Executing a Successful Social Media Listening Strategy

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

EXECUTING A SUCCESSFUL

SOCIAL MEDIA LISTENING STRATEGY

WHAT WE’LL COVER

• The Importance of Listening

• Identifying and Overcoming Challenges

• The ROI of Listening

• Next Steps

• A Tale of a Great Listener

"WE HAVE TWO EARS AND ONE

MOUTH SO THAT WE CAN LISTEN

TWICE AS MUCH AS WE SPEAK."

“WE HAVE THREE SCREENS AND

TWO HANDS SO WE CAN SEE

MORE THAN WE SAY”

THE IMPORTANCE OF LISTENING

CUSTOMER SERVICE

• Products

• Problems

• Public Relations

7

CUSTOMER SERVICE

Products

8

CUSTOMER SERVICE

Problems

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CUSTOMER SERVICE

Public Relations

10

SHOWCASING PERSONALITY

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SHOWCASING PERSONALITY

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GAINING INVALUABLE INSIGHTS

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IDENTIFYING CHALLENGES

CHALLENGES

• Noise!

• Proving the Value

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CHALLENGES

16

90% OF DATA IN THE WORLD TODAY

WAS CREATED IN THE PAST TWO

YEARS

CHALLENGES

Noise!

17 Source: www.domo.com

CHALLENGES

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FINDING OPPORTUNITIES

FINDING OPPORTUNITIES Listen and Tell a Story

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FINDING OPPORTUNITIES

Listening doesn’t

have to mean

engaging… it can

mean being there

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FINDING OPPORTUNITIES GO ALL IN

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THE ROI OF LISTENING

THE ROI OF LISTENING

• Acquisition

• Retention

• Loyalty

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ACQUISITION Intervention listening and responding

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RETENTION

Turning a bad

experience into a

good experience

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LOYALTY Turn your biggest fans into your biggest advocates

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NEXT STEPS

NEXT STEPS

• Get Clear on Why

• Select What

• Determine How

• Identify Who

• Choose When and Where

A TALE OF A GREAT LISTENER