Solutions for the Entire Company

Some common questions that a company may have when considering ListenLogic are:  Who can benefit from listening? What department does it fall under?  Can we have more than one person/department using your service?  How does your service benefit the whole company?

The answer to these questions depends on the objectives of each company.  ListenLogic provides solutions for every facet of a company.  Our technology offers solutions for:

• Marketing/PR – (Follow your brand reputation, track promotions and intiatives, listen to what the public is saying)
• Sales & Prospecting – (Learn more about current prospects, find and reach out to new potential customers)
• Customer Service – (React to complaints, learn about issues as they happen, increase loyalty and retention)
• Corportate Monitoring – (Monitor your company name, key executives, stock symbol)
• Competitor Intelligence – (Research and compare competitor companies and products)
• Research – (Follow important industry terms, track product development issues)

Many companies see listening as a responsibility of their marketing team and part of it does fall under the marketing department, but our service can help the entire organization.  We do help marketers track initiatives and follow their brand reputation, but we also help customer service departments react to customer complaints and respond to pressing issues.  We help companies track competitors.  And we allow CEO’s to hear what is being said about them. The benefits are many and we believe the responsibility of listening doesn’t fall under just one department but it falls under all of them.

Our thorough yet easy to use technology allows marketers and middle managers to see every detail of what is being said while at the same time allowing the CEO to see only the most important issues that matter to him/her.  And we allow multiple users per company making it a great tool for teams and the entire organization to use.

The Social Feedback Cycle

The other day Mark and I were discussing a concept from the book Social Media Marketing: An Hour a Day by Dave Evans. In Chapter 3: What Is Social Media? Evans describes social media’s impact on the purchasing decisions of consumers. First he examines the traditional role of Marketing and Operations in ‘The Classical Purchase Funnel’ going from Awareness to Consideration to Purchase. Marketing makes a promise to consumers (Awareness); consumers form expectations based on that promise (Consideration); and Operations makes sure those expectations are being met (Purchase). A consumer’s opinion of a purchasing experience is what then drives word-of-mouth, but without the web this sharing of information occurs in a limited way. They tell their family, close friends, and maybe a few co-workers about their experience, whether it be good or bad. This closed and simple process represents the old way of doing business to please your consumers.

The Internet adds another dimension to include the element of “post-purchase” consumer-to-consumer interaction, namely in the form of social media. Evans calls this updated and expanded process ‘The Social Feedback Cycle’ and the Internet is what makes it possible on a larger scale than just family, friends, and a few co-workers. Now there are three more steps following Purchase: Use, Form Opinion, and Talk.

Consumers purchase a product, use the product, form an opinion about the product, and lastly – most importantly – talk about the product.

• Use: online shopping is super popular these days and with many sites offering free shipping and free returns, there is often no risk in ordering delivery. Consumers are able to test out the product from their own home (aka no pesky salespeople are trying to work their magical, persuasive ways on the customer).
• Form Opinion: people are being extremely honest with their opinions; there is an understanding among consumers that we all want the best deal and will help each other out to get it.
• Talk: Social media allows anyone to publicly broadcast what they think to anyone who is listening.

Everyone is talking. ARE YOU LISTENING?

- Gail