Developing a Corporate Listening GridA collection of voices and thoughts from #socialmedia Unpanel #8

What's the cultural shift that needs to happen today in business in order to accommodate social media?

Companies need to be willing to trade control for conversation

In large organizations, it takes a change management approach before social media programs can get off the ground...

Usually for people to be on board, they need to 1st understand what social media encompasses. Before blasting it at corp. culture

Companies need to make sure the right person behind the brand is responding

Employees like hiding behind their Brands. Because it allows them to not be accountable. Companies need to make individuals more accountable

What should companies be listening for once they develop a listening culture?

Listen for opportunity

Listen for failure

Houston... we have a problem...

Listen for brand ambassadors

Listening for brand conversations and the keywords that relate to their brandthat provide the opportunity to communicate...in good times... or bad

You should listen for competitive movements

With listening, don't forget The most important thing in communication is hearing what isnt said...

Listen so they dont vote with their feet!

Starbucks Twitter campaign hijacked by documentary about Starbucks' union-busting.....

How do we create a listening grid so all parts of an enterprise are involved in listening & engaging?

The Point of Listening...

Tips for Listening..

Listening Skills...

Greener listening...

Listening activities...

The role of listening in business ..

Active listening..

Not-listening...

What is the active theme here?

The grid needs a leaderor point person

Once the grid is set up, It offers opportunities for co-creation,Solving problems, rolling out new products, etc..

Remember this guy?

Sales, service, marketing, Product Dev, HR, etc all need listening Grids to start. They then move and evolve accordingly to their needs.

Identify the need, and solve the problem

Just avoid the trap of creating a new type of contact center(grid) staffed w/ powerless employees in dead-end jobs, who dont care.

Can you name a company that gets it right?

Can you name a company that doesn't?

Satisfied customers tell 3 friends. Angry customers tell 3,000

-Pete Blackshaw

Knowing what to listen for in your grid is critical, but also listening on behalfof your org. with its best interests at hand is even more-so!

Can I get an Amen?