18 Tips to Improve Your Organization’s Social Media Listening

Glean.info Blog

Organizations are increasingly employing social media listening for public relations, marketing, competitive intelligence, customer service and product development. While more organizations listen to customers on social media, many may wonder exactly what to listen for and how to do it.

3 Steps to Centralize Your Enterprise Content Strategy

Cision

Enterprise businesses are going through a digital transformation and executives are demanding measurable returns. At the recent “ How to Launch an Enterprise-Wide Content Strategy ” webinar, Bernie Borges, CEO of Find and Convert; Carlos Abler, leader of content marketing and strategy at 3M; and Cision senior analyst Caitlin Jamali explored how to centralize your content strategy to reach the right audience and unify as a business.

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3 Benefits of Integrating Your Enterprise Social Strategy

Cision

So how can enterprise businesses achieve success? Successful enterprise social strategies span silos and involve all departments, creating a cohesive plan that accurately reflects your business, employees and overall goals. By investing in social listening software , you’ll be able to help all departments, including solving customer service issues, monitoring rising crises and identifying sales opportunities. Is your organization looking to gain more female customers?

Our Customers are Shaping the Future of Media Monitoring – Here’s How

Onclusive

Is there a forward-looking product roadmap that is well positioned to respond to customer needs and anticipated industry shifts? Our customers are at the heart of everything we develop – and that leads to a stronger platform that consistently satisfies users. Customer Support.

More Australian businesses than ever have a presence on social media (but they could be a lot more social!)

PR Warrior

49% of small businesses and 42% of medium-sized enterprises still don’t have a social media presence – potentially an opportunity lost right there! In answer to the question: “Do you use your social media channels to engage in two-way communication with your customers and contacts (e.g. to solve customer service enquiries)?”, ”, roughly half of small businesses (51%) and medium-sized enterprises (48%) indicated they did.

Storytelling is the Essence of Brand Development; Off Script No. 44: Jeffrey Crow

Sword and the Script

It can, according to Jeffrey Crow, who has twice served as the CMO for fairly large enterprises. The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. In my experience, many tech brands overlook this essential part of the go-to-market strategy and instead focus too stringently on the technology instead of what the technology is able to address for customers in the market.

3 Things to Know About Social Listening (That No One Tells You)

Cision

Influencer detection and customer relationship management. According to Forrester analyst Allison Smith (who is one of the foremost writers about enterprise-level social listening), customers expect social media listening tools to be the Swiss Army knives of social software – performing all of these functions competently. Probably the least exciting aspect of social listening is customer service.

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What’s New In B2B Tech PR For 2017

ImPRessions - Crenshaw Communications

In a world of rabid competition, the customer experience can be all that stands between delight and the dreaded zero stars on a review site. PR and CX go hand in hand, since it’s PR’s role to burnish a brand reputation and the job can only be done when the customer experience lives up to expectations. Everyone loves a story of customer service that goes above and beyond. B2B content will become more customized.

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Who’s Talking About Your Brand?

Cision

Keep an eye on your branded mention volume because it often correlates with customer service questions. Larger enterprise companies will likely measure this daily, while smaller nonprofits may choose a weekly time frame. Create a list of all the different names of your products and services, related keywords and campaign hashtags your brand uses or is known by. People have gone content crazy, and it’s impacting your brand.

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Understanding the market for social media and web listening tools

Stephen Waddington

It’s a nascent market but one that has grown sufficiently large to attract the attention of enterprise analyst and research company Forrester. According to Forrester, the potential of social listening lies in its ability to provide insights for use across diverse business units including customer service, market research, product development, and reputation management. Services vary between basic queries to complex search strings.

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How to Succeed on Social in 4 Steps

Cision

With the hub-and-spoke model, enterprise businesses can better visualize how to effectively distribute content and messaging to their different audiences. Enterprise businesses that implement the hub-and-spoke model will also be protected from any changes the third-party platforms make, whether it be organic reach or algorithms. Brands, large and small, turn to a dedicated individual or team to take the social reins.

As Trust Declines, How Are You Helping Clients (or Your Agency) Earn It?

Rock the Status Quo

and credibility around the company, it’s products and services. From enterprise Fortune 500 companies to digital agencies and entrepreneurs, producing content that shares expertise has never been more important. Your prospective customers notice. If you are on a social media platform – respond to customers when they post on your page. It also fosters a lack of trust and customer service issues. Trust begins and ends with customer service.

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Readers share which Disney character most resembles their approach to work

PR Daily

My whole job is about telling the enterprise when the sky is or is not falling! Shallon Blackburn, head of customer service & sales at Ragan Communications: Slinky Dog/Tigger. Are you a Baloo, or more of an Eeyore?

What B2C Can Learn From B2B PR

ImPRessions - Crenshaw Communications

Customer acquisition in B2B categories like enterprise software or corporate accounting can be a slow process, in part due to steepness of the customer education curve. Any Good PR Program Starts With The Customer. A data bureau can also be a powerful PR tactic for a consumer brand who wants to drive additional customer engagement while creating news around its core expertise or the passions of its fans. Support sky-high customer expectations.

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Earned Media vs. Media Relations [PR Tech Sum]

Sword and the Script

We are leveraging sophisticated technology and our amazingly dedicated curation team to set up processes that ensure that customers are always seeing the most current, accurate data,” according to the company’s CTO Vishal Padhy in the product announcement.

How Social Media Drives B2B PR

ImPRessions - Crenshaw Communications

Because of the longer selling cycle for business products like insurance or software, engagement through social channels may actually pay greater dividends for B2B products and services. But for business customers, the stakes are higher, and the products more expensive, so they need real answers and information. An enterprise software provider is better off posting inspiration for managers, practical advice, or stories about fostering innovation than hard-selling their product.

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The Most Interesting PR Tech Announcements in 2019 [PR Tech Sum]

Sword and the Script

Talkwalker has introduced a new feature it’s calling Customer Data +. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it.

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#19: Building a framework for reputation management

NewsWhip

Reputation risk vs. enterprise risk | Jump to text. It comes down to every customer service interaction. Ben: Belinda Smith from McDonald’s asks, “How is reputation risk incorporated into enterprise risk management?”

The Most Recommended PR Tech Vendors [PR Tech Sum]

Sword and the Script

It’s too much, too fast and too convenient for enterprises motivated by profit. She joined the company as a sales associate in 1987 and before her promotion served as the company’s chief customer service officer.

What you should pack in your crisis communicator ‘go bag’?

PR Daily

A typical enterprise critical response team may be comprised of the entire c-suite (CEO, COO, CFO, CIO, CMO), as well as legal counsel, the HR lead, head of corporate communications and product and/or regional leaders, as appropriate. More comprehensive action plans will include detailed messaging, an FAQ, holding statements, a press release or media alert draft, a landing page, customer/partner communications templates and sample social media posts for each issue on the spectrum.

More on PR2020: social media activism, internal comms resurgence, storytelling and professionalism

Stephen Waddington

Any gap between a product or service and the public’s expectation will become a conversation on social media. The book holds up almost ten years on because most organisations are lousy at using social media to listen to their customers.

Introducing the Marketing Artificial Intelligence Conference (MAICON)

PR 20/20

trillion in 2022 through three primary sources of customer experience, cost reduction and new revenue. The event is designed for marketing change agents and leaders of agencies, enterprises and higher-education institutions. This post originally appeared on the Marketing Artificial Intelligence Institute's blog. The Marketing AI Institute was created and is powered by PR 20/20.

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition. Today, 48 percent of global consumers expect brands to know and help them discover new products and services that fit their needs. How can you continue to ensure your brand is relevant to customers now and in the future? Are your efforts aimed at attracting new customers? Author Jared Haggit is an enterprise business development associate at Cision.

30 jobs in the PR and marketing world

PR Daily

Customer support social media executive— Deliveroo (United Kingdom). Customer service executive (Spanish)— Booking.com (Florida). Public relations manager— Insight Enterprises (Arizona). More and more, marketing agencies seek candidates who understand data. Data mining isn’t one of your specialties? Don’t fret. There are ways to familiarize yourself with certain aspects of the knowledge that recruiters desire.

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Organizations remember Kobe Bryant, internet brims with rising ad spending, and Amazon workers speak out

PR Daily

AmFam enterprise companies are making moves to attract and retain talent and create a positive impact on employees and communities by raising our minimum hourly rate to $20 per hour.

Marketing Manager or Managing Editor: How to Streamline Content Overload

Barokas

Unless you are at a large enterprise, your marketing team is likely comprised of marketing generalists, with perhaps one or two content experts. It should clearly outline the types of content you are creating, how these will meet goals, their efficacy in reaching and engaging customers, the budget and a plan for utilizing various distribution channels. For time-strapped teams though, these services can be a slippery slope to freelancer and content overload.

5 Evidences that You’re Not Ready for Press

Personal PR

1000% Guaranteed: If your product or service is amazing, unique, better than your competitors, and your followers and clients can’t stop telling the world about you… the media will come! You have created a product or service that none or few have yet to pay you for. It may be remarkable or even breathtaking, it could even be the beginning of a multi-million dollar enterprise!

26 Tweetable Tips for Award-Winning Marketing [SlideShare]

Beyond PR

PR Newswire has seen firsthand how this investment in people pays off, as we were honored during last week’s Marketing Nation Summit with the 2016 Marketo Revvie Award for Marketing Team of the Year, Enterprise. Invite sales to the table early and relentlessly focus on activities that deepen customer relationships.” – Daniel Watson , Director, Channel & Advocacy Marketing, North America. In marketing, every day is game day.

Twitter mourns Mr. Peanut, Coca-Cola won’t give up plastic, and Hallmark Channel chief steps down

PR Daily

Also: Microsoft data breach exposes 250 million customer support records, Apple remains Fortune’s most-admired company, podcasting pitfalls to avoid, and more. The company confirmed that an internal customer support database was exposed online from Dec.

How Could CRM Change In The Next Decade?

Shift Communications

The most important factor determining the success of a business belonging to any industry is the customer flow. As the art of marketing flourished over the years, so did the methodology of building a consistent customer pipeline. It now goes by the name of Customer Relationship Management or CRM. Especially in the last ten years, the technology has been changed to revolutionize the companies’ strategies in contacting the customers, as well as, in storing their information.

5 Evidences that You’re Not Ready for Press

Personal PR

1000% Guaranteed: If your product or service is amazing, unique, better than your competitors, and your followers and clients can’t stop telling the world about you… the media will come! You have created a product or service that none or few have yet to pay you for. It may be remarkable or even breathtaking, it could even be the beginning of a multi-million dollar enterprise!

Would you Run Your Internal Data Through this Media Monitoring AI? PR Tech Sum: Talkwalker, TVEyes, Meltwater, SocialChorus, Cision, Signal AI and Burrelles

Sword and the Script

Talkwalker has introduced a new feature it’s calling Customer Data +. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. Internal data such as survey responses, call center data or customer service email data according to a company representative. Well, if you use Talkwalker for social listening, this is a way to evaluate social data against customer data, for example.

Introducing the Marketing Artificial Intelligence Conference (MAICON)

PR 20/20

trillion in 2022 through three primary sources of customer experience, cost reduction and new revenue. The event is designed for marketing change agents and leaders of agencies, enterprises and higher-education institutions. This post originally appeared on the Marketing Artificial Intelligence Institute's blog. The Marketing AI Institute was created and is powered by PR 20/20.

What Does A Community Manager Do? +Bonus: The CM Toolbox

Doctor Spin

But many PR agencies struggled with finding a solid model for offering community management as a service. Transform social media channels into customer experiences. Manage online customer service when it appears within social networks. Enterprise Level Tools. Adobe Marketing Cloud — Enterprise-class suite for managing each aspect of your online marketing even if you’re a global company with a huge audience.

How and why plain text is making a comeback—via chatbots

PR Daily

That is, you’ll provide Cortana some verbal input about a company or service, and Cortana will bring that company’s bot into the conversation. The audio applications are cool—I grew up with Captain Kirk and the Enterprise crew talking to the Enterprise computer—but what excites me right now are the plain-text bots. Originally a website and email newsletter, Purple pivoted to a messaging service that functions over SMS.

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PR and Marketing: Embrace All Data Sources to Drive Business ROI

Shift Communications

This mindset ignores more cutting edge analysis such as customer journeys, and even more “traditional” marketing funnel aspects related to PR. ” If 80% of data is within organizations themselves, applications like Slack are primed to be the place where data is exchanged in an enterprise vs. a Facebook or Google. Certain call center messaging and social media posts are shown to increase customer loyalty, and even identify new pain points that could be productized.

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4 Ways PR Firms Can Cut Costs and Improve Productivity in the Digital World

Cision

Social media has always been recognized as a strong customer service facilitator. Here’s a great example of how customer complaints and feedback can be converted into marketing: “Apple responds to people’s tweets with entire commercials” – via Mashable. It is prudent to focus only on certain channels that suit your brand persona and are likely to engage your customers in the right context.

B2C 192

Be All In Or Get All Out With Content Marketing

Beyond PR

This comes on the heels of CMI’s recent conversations with global enterprise marketers. By addressing their audience’s social needs of Building Together and Pride of Creation, LEGO not only creates value for customers, but also the business. That ‘get’ could be a call to action to download a white paper, enter a contest, share customer feedback or purchase a widget. Think of how this applies to your customer community and content strategy.

What you should pack in your crisis communicator ‘go bag’?

PR Daily

A typical enterprise critical response team may be comprised of the entire c-suite (CEO, COO, CFO, CIO, CMO), as well as legal counsel, the HR lead, head of corporate communications and product and/or regional leaders, as appropriate. More comprehensive action plans will include detailed messaging, an FAQ, holding statements, a press release or media alert draft, a landing page, customer/partner communications templates and sample social media posts for each issue on the spectrum.

Paid Social: Cliff Notes to 3 Social Media Studies

Sword and the Script

By contrast “legal services” post an average of 173 times per month and earn 151 interactions, according to the study. When a customer Tweets at a business and receives a response, they are willing to spend 3–20% more on an average priced item from that business in the future,” according to a study released by Twitter. Merely acknowledging customers on social media can lead to tangible sales outcomes, such as: $8.98 Marketing is drowning in data but starving for wisdom.