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 SocialMedia.org’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 SocialMedia.org on Vimeo.

Download Kathleen’s slide deck here.

Tags: , , , , , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More