Social Media Monitoring. Voice of Customer. Social Marketing. Aren't these really just terms for "listening" and "having a conversation"? I suppose that Social Media Monitoring could be considered eavesdropping, but you know what I mean. If you're trying to have a conversation, or catch someone's attention, or really understand reactions, you need to be able to listen. Really listen. And you need to be able to hear what they're saying, and act on it in a timely, relevant fashion or they're going to move on and not listen to what you have to say.
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