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 — not by being perfect — but by listening to their customers. She explains the idea behind proactive listening, the tools to use, and how to get your company started.
Riddhi also shares:
- Why this works — even for companies in a regulated industry
- The role of the “canary in the corporation”
- How to use a social media scorecard
Watch the full presentation below.
Leveraging social analytics into a companywide early alert system, presented by Riddhi Trivedi-St. Clair from SocialMedia.org on Vimeo.
Download Riddhi’s slide deck here.
