The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

Where is Your Organization on the Social Media Listening Maturity Model?

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Interesting context to whole social media activity for business. I really like the model

Quite often I am asked to consult with a company on their social media listening strategy. Their initial question more times than not is about the listening platform they should use. But it is increasingly common for the questions to be more sophisticated and the ambition behind them to be much greater. Companies with experience in social listening know that it is all too easy to focus on rudimentary analysis of brand mentions and topics, Followers and Likes and never get to the truly actionable insights that lead to marketing or business actions. Experience in listening is an important element here but you also need a path to follow. I thought a maturity model approach to social media listening could provide a possible path to consider and would provide a construct that could be used in consulting with a company on their social listening strategy.

Maturity models are sort of…

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Written by greencontact

July 23, 2012 at 5:37 pm

Posted in Opinion

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