Tag Archives: listening

Video: How listening to their customers changes EA’s products

Your customers are eager to share their opinions on anything and everything they buy. But sometimes, even though they’re talking about you, they’re not always talking to you. Sometimes, you have to work to be a part of those conversations and make a meaningful change. In his presentation at SocialMedia.org’s Member Meeting, Senior VP of…

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Video: How proactive listening helps Express Scripts avoid negative word of mouth

Negative reviews happen to everyone. No company is perfect. But what if you had an early alert system on negative word of mouth to help you could fix the problem faster? In her presentation at SocialMedia.org’s Brands-Only Summit, Riddhi Trivedi-St. Clair, Senior Manager of Corporate Communications at Express Scripts, explains how companies can do it…

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Video: How First Republic Bank makes business better by listening to their customers

Like in any relationship, to get your customers to love you and want to talk about you, you have to listen to them first. But it’s more complicated than just tracking what people say about your company. According to Kathleen Fetters, First Republic Bank’s Social Media Intelligence Executive, getting the most out of listening means…

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To the entrepreneur and small business owner: Know and track customer issues

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them…

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Customer experience competency: Customer listening

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Every day customers tell you about what’s broken and what’s getting in the way of their wanting to…

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Who is listening to your customer?

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the…

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3 ways an old form of communication still starts conversations

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] There are tons of ways you can use tech to connect with your fans, and while Facebook, Twitter, and email are great, don’t forget…

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Can you turn a critic into a raving fan?

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions…

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