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?

Aeritae Consulting