The 7 steps of active listening

samiaseo222 · Post by **samiaseo222** » Mon Feb 17, 2025 10:20 am

Thinking that online monitoring and active listening consist of checking your own social media notifications daily and doing a scheduled search on Google Alerts is the same as thinking that running to get to the bus on time qualifies us to run a marathon.

In this whole process seven steps can be distinguished :

Search and compilation of conversations ecuador mobile database that take place online around the brand and its scope of action.
Measuring the information collected , with the help of KPIs that help interpret and compare the data.
Filtering and categorizing this data , with the guidance of a professional who is able to prioritize the information, based on its importance, relevance and urgency for the brand.
Analysis and drawing conclusions .
Communication of the conclusions to those responsible for the brand.
Decision making and acting according to the recommendations made.
Periodic review of the entire active listening process and making any necessary adjustments.
7 key objectives
The Internet can be a very cruel environment. The more anonymity a social network or a specialized forum allows, the more exposed a brand is to criticism. Who doesn't like to hear a kind word from time to time? Of course, we all like to see ourselves in the mirror, but it is worth assuming that negative opinions are often more useful for a company than positive ones .

A good online monitoring and active listening strategy must be able to help a brand meet most of these seven objectives :

Improving the product or service . In an ideal world, this would be the first goal of any active listening strategy. What is working and what is not? The goal is to detect potential problems and find solutions. It is still a way to improve feedback and complement customer service.
Correcting false information . We are all familiar with unconfirmed rumours that are rampant on the Internet and social media. Hoaxes often go further than subsequent clarifications, but a timely response always helps to minimise the damage.