Social Web: Listen and Learn

Listening:

Listening is a critical component of any communications campaign. Some organizations employ entire teams dedicated to monitoring the real time chatter taking place on social media about their products or services. In fact, listening is considered to be 50 percent of the communications process.

Please read the following scenario and respond:

Scenario: You are the social media head of a new men’s razor that was launched 2 weeks ago all around the USA. The Vice President of Communication noticed several negative comments on the social Web as well as dozens of unanswered positive comments throughout the social Web but specifically when typing in Google the word Razor or new men’s products. The VP realizes that action is required in order to better listen and respond to customers who bought or are planning on buying the new razor.

Post: Develop a plan and system to formally or informally listen to customers on a regular basis through the social Web and determine ways that your organization (men’s razor) can benefit from the insight, both positive and negative insight.

Additional suggested reading:

http://www.socialmediaexaminer.com/4-steps-to-create-a-social-listening-strategy/

http://tcbdevito.blogspot.sg/2011/05/communication-strategies-listening.html

Reference:

Kerpin, Dave. (2011). Likeable Social Media. 1, p. 14-23.