Contents
Part I: Steps to Effective Listening
Two Types of Research Using Social Media Listening
Benefits of Listening Research
Chapter 1: Organize for Listening and Define Objectives, Key Measures, and Conversations
Set Objectives in Relation to Business Goals
Define Key Performance Indicators (KPIs)
Chapter 2: Evaluate and Select Listening Solutions
Five Types of Listening Solutions
Chapter 3: Field, Analyze and Report, and Evaluate Listening Research
Evaluate the Listening Initiative
Chapter 4: Understand the Consumer's Mind-set
Winning Plays That Reveal Consumer Mind-sets
Search: Gateway to Discovering Consumers’ Mind-sets
Home In to Understand Category Mind-sets
Explore Widely to Understand Consumers and the Context of Their Lives
Chapter 5: Discover New Customers
Winning Plays for Discovering New Customers
Listen to the Story in People's Behavior
Track Voices in the Conversations
Look at Customer Data with Fresh Eyes
Chapter 6: Drive New Product Development and Innovation
Winning Plays for Innovation and New Product Development
Search Social Media Profiles to Gauge Market Interest
Develop New Product Ideas from Mind-sets
Co-Create New Products: Design to Consumer-Generated Requirements
Fine-Tune New Products, Services, or Features
Chapter 7: Create Messages That Resonate
Winning Plays That Create Resonant Messages
Search Social Media for Resonant Topics
Discover and Use Customer Language in Messaging
Combine Ideas to Address Consumer Perception
Monitor Buzz after Ad Exposure to Adjust Messaging
Chapter 8: Improve Products and Services
Winning Plays That Help Improve Products and Services
Keep Site Content Fresh and Relevant
Add User-Desired Features into the Core Brand
Tune Marketing to Meet Consumer Interests
Winning Plays to Increase Sales
Develop and Implement a Listening-Led Sales Strategy
Stimulate Product Trial for New and In-Market Products
Adjust to Real-Time Feedback for Product Rollouts
Engage Customers Around Their Passions
Track Buzz and Influence the Influencers
Chapter 10: Sense Change to Compete in the Present
Winning Plays to Sense Change and Compete in the Present
Listening in a Brand's Backyard
Listening in the Consumer's Backyard
Selectively Add Product Features
Chapter 11: Rebrand and Reposition Products and Services
Winning Plays for Rebranding and Repositioning Products and Services
Express Positioning in ”People's Words”
Frame Products in the Context of Issues Important to People
Attract New Customers While Keeping Core Customers
Winning Plays to Manage Reputation
Listen to All Relevant Social Media Sources, Not Just Some
Understand Which Voices Are Driving Comments
Listen to Customer Dissatisfaction
Share Listening Insights with Business Partners
Engage in Social and Environmental Issues
Chapter 13: Compete Strategically
Winning Plays to Compete Strategically
Identify Leverageable Competitive Strengths
Understand Product Positioning in Customer Terms
Keep Company Product Positioning and Customer's Product Positioning in Alignment
Interpret Competitor Risk in Customer Terms
Handle Challenges to the Core Brand
Chapter 14: Provide Customer Care and Increase Customer Satisfaction
Winning Plays for Customer Care and Customer Satisfaction
Listen, Assist, and Engage in Near-Real Time
Engage Openly, Respectfully, Ethically, and Civilly
Make Sure Solutions Satisfy Customers
Part III: Listening-Led Marketing and Media Innovations
Chapter 15: Social TV Measurement
Emerging Plays for Social TV Ratings
Chapter 16: Listening-Based Targeting
Gender, Multicultural, and LGBT Listening
Offline Conversation Listening
Listen for Language in Context
Emerging Plays for Listening-Based Targeting Strategies
Chapter 17: Achieve Share of Market Goals
Emerging Plays for Achieving Market Share
Chapter 18: Listening-Based Sales Prediction
Emerging Plays to Predict Changes in Sales
Part IV: Listening's New Frontiers
Chapter 19: Listen to New Signals
Chapter 21: Change the Research Paradigm
Chapter 22: Rethink Marketing, Media, and Advertising
Chapter 23: Become a Listening Organization
Appendix: Vendor Profiles A Resource Guide
Full-Service Listening Vendors