1. Exhibit 22.1 Eight Stages of Effective Listening
Chapter 22 Social Media and Marketing
Exhibit 22.1 Eight Stages of Effective Listening
Stage 1:
Stage 2:
Stage 3:
Stage 4:
Stage 5:
Stage 6:
Stage 7:
Stage 8:
Without objective
Tracking brand mentions
Identifying market risks and opportunities
Improving campaign efficiency
Measuring customer satisfaction
Responding to customer inquiry
Better understanding of customers
Being proactive and anticipating
customer demands
SOURCE: Jeremiah Owyang, “Web Strategy Matrix: The Eight Stages of Listening,” Web Strategy, November 10, 2009, Jim Sterne, Social Media Metrics (Hoboken, NJ: John Wiley & Sons, 2010).
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