Customer Manager Mikko Silvennoinen opsætter kundernes medieovervågning
1 month ago
Customer Manager Mikko Silvennoinen opsætter kundernes medieovervågning 06/08/2023 karriere Customer Manager Mikko Silvennoinen endte hos Retriever i forbindelse med virksomhedsovertagelsen i foråret 2021. Ifølge Mikko har dette været det største "held i uheld" i hans seneste år.
Mikko arbejder som Customer Manager i Retrievers finske kundeserviceteam og er ansvarlig for sin kundeportefølje, som består af medieovervågningskunder af forskellige størrelser.
Hvad består din typiske dag af?
Hver eneste dag er forskellig, takket være de forskelligartede kundeprojekter. Det eneste, der forbliver konstant, er morgenkaffen kl. ni. Ofte består mine dage af kundemøder enten i Teams eller nu til dags mere og mere "live". Udover dette består størstedelen af dagen normalt af at imødekomme kundernes ønsker vedrørende udviklingen af deres medieovervågning eller løse problemer.
Hvad er det bedste ved dit job?
Det bedste ved mit job er mine kolleger, der giver opmuntring, og det varierede kundearbejde. I kundearbejdet er det særligt dejligt at løse problemer, have forskelligartede arbejdsdage og lære kundernes forretning og forskellige områder at kende.
Hvad er den mest udfordrende del af dit job?
Nogle gange handler det om at agere under krydspres af forventninger og håb, selvom håndtering af disse situationer også giver store oplevelser af succes. Andre udfordrende situationer inkluderer uventede tekniske problemer for kunder, der ikke kan løses hurtigt, og hvor du skal agere som bindeled og tolk mellem Retrievers tekniske support og kunden.
Hvad er betydningen af medieovervågning for organisationer?
Især på sociale medier er det i stigende grad svært at forudsige ud fra fortiden, hvad der vil forårsage en krise, der vil blusse op i offentlighedens øje, så medieovervågning er afgørende for at følge med i situationen. Med medieovervågning er det muligt at overvåge den faktiske indvirkning af en organisations kommunikationsinvesteringer på offentligheden og opnå hårde, kvantitative data om den ønskede mediedækning. At føre an med viden er en kliché, men det gør det ikke mindre vigtigt. Medieovervågning er en væsentlig del af vidensbaseret ledelse.
Hvad er de mest betydningsfulde ændringer inden for medieovervågning i 2022?
Én stor trend er, at kunden tilbydes mere og mere relevant overvågning af sociale medier. For eksempel udfører maskinintelligens i Retriever's Lyt-tjeneste en pålidelig vurdering af relevansen og endda tonen i indlægget (positiv, negativ eller neutral), så kunden nemt og hurtigt kan blive opmærksom på de mest fremtrædende samtaler på sociale medier. Generelt stiger betydningen af sociale medier endnu mere, da f.eks. Helsingin Sanomat er begyndt at producere indhold specifikt til sociale mediekanaler.
Hvordan bruger du din fritid?
Jeg skriver - jeg har udgivet en roman ved navn Maailmanvallat. Jeg laver et bredt spektrum af frivilligt arbejde med unge. Derudover er min ambition at udforske udendørsaktiviteterne i Keskuspuisto, som jeg har forsømt alt for længe.
Vil du vide mere?
Kontakt os for mere information om vores medieovervågning.
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