Conversation Agent - Valeria Maltoni - 5 Reasons Why Listening is so Much More than Monitoring

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Can you explain more about the difference between listening and monitoring?

Hey there. Thought some of the "Listeners" here would be interested to hear the webinar series I did for NetBase ConsumerBase's Product. Great points here, no Agenda on my part, just solid Insights from Conversational Data and Listening to what Consumers say.

Listening is not understanding. Monitoring is great for engagement not Sentiment at most brands.

Link to the webinar can be found at my blog if anyone is interested.

Your thoughts?

P.S.: I need to get to Philly soon :)

It's true that as businesses and brands are accelerating on the social media front, their execution is still imperfect. You can blame part on the generic advice being offered and part on the tools that are still in their early stages. Although the conversation has been focusing on the importance of businesses listening and engaging with customers through social media for a long time now, you're right that it is the process of implementing social media strategies for ROI that is the hangup. I work with businesses who are still in this stage, using social media as their own personal broadcasting system because they don't understand how listening and engaging is profitable and good for business overall. I read a good article the other day that suggested that perhaps instead of businesses focusing on ROI, they should be focusing on the "return of avoiding pain." You offer a lot of other great reasons why listening is beneficial for businesses. I hope the conversation keeps moving in this direction.

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  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


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