The power of social media requires organizations to develop and fine-tune a key skill they have too often neglected at their peril: listening to their customers and drilling down to the core issues beneath the emotions. Yet, there are so many social outlets that trying to hear from customers becomes like picking out words from the yells of crowds. Moreover, many who comment on sites may have their own agendas, like participants in town hall meetings that are backing a particular side or candidate.
This session delves into the best practices of monitoring social media, including site tracking, identifying brand attacks, filtering and parsing your social media data to view and measure the “noise” and make sense of what is being said. It also explores discovering and tracing the influencers and opinion makers for future outreach.