No offense. And, no, I haven’t lost my mind like a certain JetBlue steward. What I was trying to get at with the title of the post is that, as marketers, business owners, customer service people, employees and employers, it’s important to listen. Too often, we become fixated on our own message. We want people to hear what we’re saying, read what we’re writing, see what we’re producing, and buy our stuff. However, it is critical to take the time to, well, shut up and listen.
Listen to your customers. Your social media efforts should not be simply about using Facebook and Twitter to shove your marketing stuff down peoples’ throats. Instead, and this is where a lot of businesses and brands get it wrong, social media should be fixated on building relationships with your target audience. And, as any marriage councilor will tell you, listening is a key part of building relationships. If you’re not listening to what your customers and potential customers are saying, then how do you know what they want and need? How do you know what their concerns are? How do you know what they’re saying about you, your competitors? Do they understand what you’re selling or why what value your goods or service have to them? If you’re not listening, you have no way of knowing any of this for sure. Listen to your customers, take a moment to understand what they’re saying and why they’re saying it, and then respond.
Listen to your employees. Hopefully, you don’t hire stupid people. And if we can agree that you hire intelligent people, then it makes sense that you should probably listen to what they’re saying. Give your people access to Facebook and Twitter and LinkedIn (at this point, I realize all of the HR people in the crown just stopped reading and now think I’m on drugs). And don’t just give them access, interact with them across these platforms. Ask questions, answer questions, share information, gather feedback, all that good stuff. Social media platforms represent one of the most powerful communication technologies in the history of mankind. Just like you do with your customers, use social media to listen to what your employees are saying (and I don’t mean spy on them), process that information, and then respond. The smart people, who you hired and pay to work for you, will appreciate it and can help you make your business better.
Listen to your competitors. Because, like your employees, your competitors are smart, too. Only they’re not looking to help make you money. They’re looking to take it away from you. Your competitors, as you read this, are huddled up with all of the smart people that they have working for them, and they are plotting your doom. They are planning on how best to steal your customers, steal your market share, and defeat you. So, yeah, you should probably pay attention to what they’re saying. Follow them on Twitter, friend them on Facebook and FourSquare, and add them to your LinkedIn network. Listen to what they are saying, how often they are saying it, and who they’re saying it to. You don’t have to say anything back to them (although that is fun, from time to time), but you should certainly be aware of what your competition is saying.
By using social media to actively listen to your customers, your employees, and your competitors, your social media efforts will become much more focused, more relevant, and more intelligent. Your business will become more dynamic and will be able to respond much more quickly to changing market conditions. You will,very quickly, learn what part of your marketing message is working and which parts can be improved. All of this starts with listening. So sit back, shut up, and listen to what everyone is talking about.
If you business or brand would like help in using social media to make your organization a better, more active listener, Laser Burn Media can help. Our online and social media professionals can work with you to develop and execute a social marketing strategy. Laser Bun Media specializes in working with small and medium sized businesses and are capable of working with almost any marketing budget. If you would like more information on how we can help your business, please don’t hesitate to CONTACT US directly.
-Dan Cheek
LaserBurnMedia.com
dan@laserburnmedia.com
Twitter.com/LaserBurnMedia
(570)795-9467













