Listening is an Act of Love - The Importance of Listening to Your Customers. Presentation on Listening at Social Media Conference NW, March 25, 2010.

1. The Importance of Listening to Your Customers
Listening is an act of love
Source: Flickr- PVCG
Warren Sukernek we help you listen to the right conversations

2. Who is Lift9?
We are a social media driven research & analytics service provider.
Full suite of qualitative and Social Media Monitoring to
quantitative data provide actionable insights.
collection techniques
Who is talking about you?... What are the main topics?...
And so what? And so what?
Who are the influencers?... What do they like and dislike
about your brand/product?...
And so what? And so what?
Ethnographic Research & International with offices on 3
Persona Development continents

3. What media types do we work with?
Blogs &
Comments Social
Networking Sites
(Facebook,
LinkedIn)
Microblogs
(Twitter)
We immerse ourselves
in digital spaces, using
the internet as a culture
Mainstream
in its own right and News
observing patterns in
conversation, common
social practices, and
Versus creating links between Multimedia
(YouTube,
online and offline Podcasts)
worlds
Forums
New Platforms
Real world
conversations, Delicious &
habits, practices, Social Tagging
cultures

4. Engaging with Customers
http://www.scribd.com/doc/16094841/Twitter-Brand-Perception-Survey-5-09

5. Top Ten Conversations to Listen for

6. 2 Flickr: HeyThereSpaceman

7. 2 Flickr:NeilWill

8. Flickr:JePoirrier 2

9. Flickr: LeoReynolds
2

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11. Flickr: Alles- Schlumpf
2

12. Flickr: HairyJacques 2

13. 2 Flickr: Feuillu

14. 2

15. 2

16. Getting Started
Listen and discover
real-time, relevant
social media Set up RSS feeds as
conversations through alerts.
Twitter, LinkedIn, blog
search and Facebook
or Google Alerts
Tips to engage in
active dialogue by Measure the
tracking comments effectiveness of your
and answering daily social media
questions on LinkedIn interactions
or other services

17. Recap
the complaint the influencer
the compliment the crisis
the problem the question
the campaign
the competitor
impact
the crowd the point of need
Details can be found:
•http://www.radian6.com/blog/80/top-10-reasons-brands-should-listen-to-social-media/
•http://www.radian6.com/blog/87/another-5-reasons-brands-should-listen-to-social-media/

18. Key Takeaways
Ten Different It’s more than Get Involved
types of just brand with free
conversations mentions tools to start.
Importance Measure your
of tone and activity.
sentiment.

19. Out-of-the-Box Perspective
Relevant, useful Social
Media solutions require
out-of-the-box
perspectives.
They need human listening
& insights across different
data sets.
In social media, we need to get out of the social media stove pipe
and look at overall marketing strategy using applied social
intelligence.

20. Lift9: What they say about us…
Great slide show how Social @garyvee I have to give
@Lift9 I definitely think you Media is getting more props to the guys from
have some awesome important in ze wine bizz @lift9, they do a great job
information to offer! http://www.slideshare.net/w using good tools to provide
LaurenHannah arrenss/lift9-wine-and-social- insight to orgs. PROPS
media HendrikThoma RLSeattle
Had eye opening mtg with Got a demo of @lift9 from In other words, Lift9 was
@warrenss today on active @warrenss. Interesting talking about my brand. And
listening. Best guidance and approach to social media they had great info. about
insight I've received to date! monitoring. I actually learned it. And they were saying
total social rockstar! Simchabe something, unlike most demos. something positive about
KyleFlaherty it. 1WineDude
http://twitter.com/lift9/favorites

21. Thank You
For more information
Seattle please contact:
PO Box 4025
Seattle, WA 98104 Warren Sukernek
info@lift9.com 206.601.1610
warren.sukernek@lift9.com