Recommended Reading: Social Media Monitoring Versus Listening: Does It Matter?

Social Media listening is a critical tool in any Customer Service organization’s toolkit. But, only a small number of companies have strategies…let alone the tools… for even the most basic of listening, let alone hearing. Given estimates that only 11% of Social Media messages sent to brands ever even receive a response, triggering dissatisfied customers to take their business elsewhere, can we afford NOT to be listening?

http://www.cmo.com/opinion/articles/2016/2/26/social-media-monitoring-versus-listening-does-it-matter.html

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Andrea Pohlman

Customer Service Management Strategy & Solution Leader, AERITAE