What tools are available to enhance the social listening effort?
Various listening platforms are available, with varying focus areas in metrics and data streams. In a June 2012 report, eMarketer profiles the strengths of industry leading platforms as followed:
Listening is an ongoing process that is a necessary and integral component of your social business strategy. Being present on social channels provides an opportunity to learn from what your customers are saying and gain insights which help drive business results. Listening can also help uncover influencers, identify signs of an impending crisis, and more. Altimeter business analyst, Charlene Li said in a post:
“66% of online Americans are actively using social networking, but only 16% of companies use social media to engage with customers…You can’t have credibility saying you are customer-centric if you ignore your customers in social media channels.”
Executives are consistently investing in listening platforms and processes. A recent December 2012 report from eMarketer indicates executives plan to increase spending in social listening by 14.8% of their social media marketing budget in 2013:
Listening is our “North Star” and here at Cisco we are using insights from social listening to help guide and inform our social media strategy and enable meaningful engagements with our customers.
Thanks to everyone who joined us on October 24th for the launch of our new Social Media Listening Center in the Executive Briefing Center. Here are highlights from that event.
“This is the future of how customers engage with companies
going forward, regardless of your industry”
Blair Christie, CMO
Highlights
We had 60+ attendees that included technology analysts and influencers, 500+ views of the Facebook video stream, and 750+ online conversations related to this event. Attendees learned about the new listening center and how Cisco listens and engages with customers. Read More »
Cisco, the leader in networking, is transforming how people connect and collaborate with social media. Cisco has paved the way for employees, customers, partners and visitors to view how we listen and engage via all social channels. Our new Social Media Listening Center is a state-of-the-art interactive experience featuring 6 touch-enabled screens showcasing real-time information about Cisco conversations in the social web. This will continue to enhance how we at Cisco integrate and interact with the voice of the customer as well as increase internal adoption of social media listening.
“We have two ears and one mouth so that we can listen twice as much as we speak.”
