CAN YOU HEAR THE SOCIAL MEDIA

CONVERSATION?

Markets are conversations.The Cluetrain Manifesto

However…Only 38% of companies gather insight from

customer engagements

Only 32% look for ways to turn problems into new sales opportunities

Only 17% use the opportunity to identify & cultivate potential customer

champions and advocates

Only 1 in 5 embrace intelligent Internet analytics

Nearly two –thirds of companies are not finding their

customers’ voice

Bottom Line?

Companies need to have

Engaging Conversationswith employees and clients

Why?

Duh.

Maintaining customer happiness and loyalty comes from

listening to where and how customers are

talking

4 ways communicating with markets has changed

1.Technology has given us power. Time of the passive masses has

passed.

2. People are talking but not everyone is ACTIVELY listening

3. We don’t want to be

talked at but rather

talked to

4. New ways of communicating inside and outside organizations don’t exactly

mesh with the corporate norm

Social media don’t make the conversations, they support it

Acknowledgments

• http://www.destinationcrm.com/articles/Web-Exclusives/Viewpoints/Can-You-Hear-the-Social-Media-Conversation-56361.aspx

• http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media

• http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media