Gaining Competitive Advantage through Social Media Intelligence
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As more companies build increasingly sophisticated social media programs, it has never been more important to stay ahead of the game from a listening perspective. Listening is a powerful way to identify and address issues, engage customers and monitor your competition.
For most companies, listening was one of the first steps into the social media space. However, over the past couple of years, the tools and approaches to listening have changed drastically. In this session we will address listening for:
- Customer service
- Customer satisfaction
- Competitive intelligence
- Sales opportunities
- Risk and issues
We will also look at some of the tools that exist to not only mine the conversations, but also operationalize them inside large companies.
ABOUT MATT DICKMAN
Matt Dickman joined Weber Shandwick in 2011 as Executive Vice President, Social Business Innovation. He brings over 15 years of experience in global social media and digital strategy, integrated marketing communications planning and emerging media and technology. He focuses on leading the agency’s clients strategically through the shifting communications environment and helping them change in order to capitalize on new opportunities.
His work at Weber Shandwick includes creating social media strategy, governance and policy, building C-suite buy-in, creating social engagement architectures, compiling comprehensive opportunity audits, orchestrating real time engagement, enabling social customer service and planning cross-enterprise wide social business strategies.
Prior to joining Weber Shandwick, Mr. Dickman was a Senoir Partner and Global Co-Chair of Fleishman-Hillard’s digital practice group and ran the agency's Southwest Digital team out of Dallas, Texas. There, he focused on new and innovative ways to enable companies to leverage social engagement for business benefit. He also worked with some of the world’s largest brands in the social media space including General Motors, AT&T, Philips, Hyatt and BP.
Prior to Fleishman-Hillard he worked at digital marketing boutique DigiKnow as the company’s interactive marketing strategist. In this role, Mr. Dickman was responsible for planning and executing digital marketing campaigns for the agency’s clients. Mr. Dickman’s experience there spanned CPG and business-to-business engagements and included clients such as Nestle, Visa, PPG, and Advance Auto, as well as companies in publishing, entertainment, sports, and healthcare.
Mr. Dickman was a 2011 PR Week 40-Under-40 award winner as a rising star in the PR. He is a regular public speaker on topics surrounding social media and new technology. He and his wife, Valerie, live in Chicago, Illinois.