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
9
CUSTOMER SERVICE
Public Relations
10
SHOWCASING PERSONALITY
11
SHOWCASING PERSONALITY
12
GAINING INVALUABLE INSIGHTS
13
IDENTIFYING CHALLENGES
CHALLENGES
• Noise!
• Proving the Value
15
CHALLENGES
16
90% OF DATA IN THE WORLD TODAY
WAS CREATED IN THE PAST TWO
YEARS
CHALLENGES
Noise!
17 Source: www.domo.com
FINDING OPPORTUNITIES
FINDING OPPORTUNITIES Listen and Tell a Story
20
FINDING OPPORTUNITIES
Listening doesn’t
have to mean
engaging… it can
mean being there
21
FINDING OPPORTUNITIES GO ALL IN
22
THE ROI OF LISTENING
THE ROI OF LISTENING
• Acquisition
• Retention
• Loyalty
24
ACQUISITION Intervention listening and responding
25
RETENTION
Turning a bad
experience into a
good experience
26
LOYALTY Turn your biggest fans into your biggest advocates
27
NEXT STEPS
• Get Clear on Why
• Select What
• Determine How
• Identify Who
• Choose When and Where
A TALE OF A GREAT LISTENER