Time to Listen Up!

Social listening really works. I’m living proof!

Upon returning from a wonderful family vacation aboard Royal Caribbean’s Grandeur of the Seas, I tweeted to let everyone know that I was back in the land of the living! I also mentioned that we sailed with Royal Caribbean and loved every minute of the cruise.

Soon thereafter, I received a notification that Royal Caribbean had “favorited” my tweet. After having just finished a Rutgers University course on Social Media Marketing, I knew what they were doing and couldn’t help but think how smart they were for doing it. They were listening — building relationships and gaining valuable insight along the way.

Rather than just “favorite” my tweet and be done with me, Royal Caribbean replied with their own tweet about how happy they were that I was happy. A mutual love fest had begun! They also re-engaged me by asking what I liked most about being on the ship. If I wasn’t already hooked, I am now.

This is just one simple example of how powerful social listening can be for businesses and organizations today. Not only can companies build upon the good things they hear, but they can find a way to fix the bad. Had I tweeted something negative, the cruise line would have had the opportunity to make things right – and, quite possibly, save a customer.

There are many social listening tools, like Twitter, Hootsuite and Google Alerts to name a few, that can help keep you in touch with what’s being said about your company or brand. Many are very inexpensive, or even free, so check them out.  The time is now to listen up!

There’s a Turkish Proverb that says, “”If speaking is silver, then listening is gold.” Indeed it is. May you be pleasantly surprised and delighted with all that you hear.

Has social listening worked for you?  If so, I’d love to hear about it!

 

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About Mary Jane Kinkade

I am the Director of Marketing and Development at Our Lady of Mercy Academy, South Jersey's premier Catholic high school for young women. I am mom to three amazing kids, married to my best friend, and happiest when at the beach (writing, of course!).
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