SAPVoice: Are You Getting Too Close to Your Customers? Unraveling the Social Conundrum

See on Scoop.itSocial Selling for B2B

We’re all familiar with the power of corporate social sites to constantly monitor customer conversations.

Mike Ellsworth‘s insight:

A study by NetBase and J.D. Power Panel raises the alarm about social listening and Big Brother. Not sure it’s warranted at the degree they claim.


However, some interesting findings include:


•Surprisingly, 32% of consumers of all ages and 38% of
Millennials (18–24-year-olds) have no idea companies are
listening to what they say

• Over 40% think listening online intrudes on privacy, even
though this is “social” media

• Nevertheless, nearly 50% say companies should listen to
improve products and nearly 60% want companies to
respond to complaints


Hmmm. So what do they really want? To be heard without being listened-to?

See on


About NextPhase Selling

Social Media Performance Group is a premier enterprise social media consulting company that offers a unique approach to integrating social media into the enterprise — forget about the tools, it's all about the strategy! Rather than focusing on the tactics (do this or that on LinkedIn, Twitter, YouTube), first we work with you and your senior leadership to comprehend your corporate strategy. Once we understand your strategic objectives and goals, we show you how a comprehensive social media strategy can integrate with and support your corporate strategy. We take an enterprise-wide view based on our unique Enterprise Social Media Framework, which maps social media to all appropriate touchpoints in your enterprise. We go beyond the obvious quick hits — sales and marketing — and help you achieve social-media-driven results in areas such as product development, customer service, and employee engagement and retention. As a result, social media is not just bolted on; it is integrated with, and provides support for, your company's existing strategy and operations, yielding unprecedented results.
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