The importance of listening
The majority of organisations focus on what they are posting and what they are selling through their advertising activities. This is the tip of the social media iceberg.
If organisations are not listening to what is being said about them and joining the conversation at the appropriate time, they cannot amplify good messages nor act upon the negative ones.
Social media is not just a customer service channel or sales channel. It is the channel that connects the customer to the organisation. The rules of marketing are shifting and just like a good friend, organisations will increasingly be defined by how well they listen and respond to their customers.
Happy customers share your message and unhappy customers do so much faster. It’s vital you show every customer you care. Organisations need to think about increasing their ability to listen in line with their increased advertising spend so that can better serve the customers they are reaching.