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 including more people in the conversation.

In her presentation at’s Brands-Only Summit, she explains who should be involved in listening to your customer, what conversations you should pay attention to, and how to translate that for your business.

Kathleen also shares:

  • Why social listening isn’t a substitute for building customer relationships
  • How listening helps you take part in customers’ conversations
  • Why no listening tool is “one size fits all”

Watch the full presentation below.

How to run a social listening program, presented by Kathleen Fetters from on Vimeo.

Download Kathleen’s slide deck here.


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