McBru Customer Listening
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The document discusses the importance of customer listening for companies, emphasizing the difference between reactive social media listening and proactive survey-based listening. It highlights strategies for turning customer insights into recognition and revenue through intelligent dialogue, influencer relations, and lead nurturing. Key takeaways involve engaging customers in conversation rather than relying solely on surveys to drive sales.
McBru Customer Listening
- 1. From Research to Recognition and Revenue - A Story in Listening David Smith, creative director, McBru –1–
- 3. Customer Listening Social Media = Reactive
- 4. Customer Listening Survey = Proactive
- 5. Not these kind of survey results Photo – dusty old book
- 6. Customer listening for recognition Listening Influencer relations Insight Competitive intelligence Strategy
- 7. Customer listening for revenue Listening Influencer relations Sales tools Insight Evangelists SoMe Sales Competitive Lead nurturing intelligence Strategy
- 9. From survey to intelligent dialog Email Intelligent dialog Listening
- 10. From survey to intelligent dialog Quantitative Email Intelligent dialog Qualitative Listening
- 11. Customer insight Data removed Data removed Data removed
- 12. Competitive intelligence Data removed Data removed
- 13. Proof points Data removed
- 15. Net promoters = evangelists Data removed Data removed Data removed Data removed
- 16. Evangelists = references, referrals Data removed
- 17. Lead nurturing strategy Quantitative Data removed Data removed Data removed Data removed Data removed Data removed And qualitative!
- 18. Customers drive sales via social media
- 19. Proactive listening with surveys Plan ahead Execute quickly Think dialog, not checklist Drive content out
- 20. For more dialog… david@mcbru.com @davidtweets David Smith, creative director, McBru – 20 –