The 7 steps of active listening

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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 a race 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 colombia email list conversations 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.

We are entering the realm of active listening , and some even establish a new nuance and propose the term intelligent listening . It is about going a step beyond simple monitoring, which is why the help of an expert is important in order to separate the important from the superfluous. As they say, we must not make the mistake of letting the trees (the accumulation of data) prevent us from seeing the forest.

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.