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Shut Up & Listen: How Listening Will Earn Your BrandMore Money Than Talking Ever Will

Carrie Kerpen CEO of Likeable Media

@CarrieKerpen

Most people never listen, they are simply

waiting to talk

#LikeableAudit

LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident.

LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident.

KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond.

LULULEMON ATHLETICA – Ignores customers’ complaints regarding transparent pants and instead uses social media to post content unrelated to the incident.

KRYPTONITE LOCKS – “Toughest lock in bike security” picked with a Bic ball point pen. Despite blogs and, local newspaper stories and a feature in the New York Times, the brand failed to respond.

UNITED AIRLINES – Breaks David Carroll’s guitar and makes little effort to compensate him. David’s response; make a music video. Four days after the videos release, United Airline’s stock price dropped 10%, costing stockholders over $180m in value. The video on the other hand is a smash hit with over 10m views.

BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses.

BANK OF AMERICA – Claims to have over 100 people managing its accounts and yet somehow managed to completely ignore its customers and respond with a bevy of non-sequitor responses.

AMERICAN AIRLINES – It turns out that American Airlines will respond positively to almost any tweet you send its way — even if you call AA “the largest, sh---iest airline in the world.”

Listening is more than this...

Listening is more than this...

Listening is more than this...

Listening is more than this...

Listening believe it or not is even more than this...

#LikeableAudit

In fact there are many ways to listen on

social media

#LikeableAudit

Listening for learning

#LikeableAudit

Listening About Your Company

Listening About Your Company

Listening About Your Company

Listening About Your Company

Listening About Your Company

Listening About Your Company

Listening About Your Industry

Listening About Your Industry

Listening About Your Industry

Listening About Your Industry

Listening About Your Industry

Listen to Your Customers

#LikeableAudit

Don’t Forget to Listen to Your Competitors

#LikeableAudit

Now that we have all that data, it’s time to do

something about it

#LikeableAudit

With active listeningyou can...

#LikeableAudit

Surprise & Delight Customers

#LikeableAudit

Make Better Products

#LikeableAudit

Gain Instant Feedback

#LikeableAudit

Prevent Crises

#LikeableAudit

The Result of Listening

Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products.

The Result of Listening

Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products.

70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service.

The Result of Listening

Customers who engage with a brand online report spending 20%-40% more on that brand, or on that company’s products.

70% of Americans are willing to spend an average of 13% more with companies who they feel provide above-par customer service.

IBM’s “Listening for Leads” initiative has uncovered millions of dollars worth of sales leads through their intelligent listening program and has enabled them to close a lot of business.

The Result of Listening

Now it’s my turnto listen to you

#LikeableAudit

Questions? Feedback?

Carrie Kerpen@CarrieKerpen @LikeableMedia

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