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

CHALLENGES

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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

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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