“Monitoring and Listening” is the key to Customer Engagement

What are listening tools and how can they help drive customer satisfaction and increase customer growth?

Organizations most likely implement social media as another channel to improve customer engagement.  Through firsthand experience at my company, the implementation of a Facebook page and Twitter was the first step in the process but it was important to educate the teams that would be responding to the posts and tweets.  The next step was to implement the social listening tool. After initial research we chose Spredfast as the tool that best met the needs of our needs.

Spredfast  is used by the Marketing team to respond to customer issues as a proxy for responding on Facebook and Twitter directly.  We also have a Social Media team queue in the Call Centers that use this to respond to customers as well as to listen to potential customers that have service with other companies.

According to Spredfast.com, this tool allows for more collaboration and provides analytics on the data captured that can be turned into actionable tasks.  It is used for monitoring the conversation and taking action based on what is being heard on Facebook and Twitter.  “Every social interaction with your brand is an opportunity to create a great experience and build a lasting relationship. Spredfast delivers the technology, insights and specialized experience to delight customers and light up your social web.”

A Case Study on the implementation of Spredfast at the HomeAway  Company (Online Vacation Rentals) was conducted and the results have extremely positive.  There was a 67% increase in the number of views of HomeAway properties from 2010 to 2011.

There are many more case studies and testimonials on www.spredfast.com that support the implementation of this tool to increase customer engagement and customer growth.

Debbie Ladewig