Chief Listening Officer

Hopefully people are talking about your products and services. And hopefully they are saying good things.

However in a real-time joined-up market the time from dissatisfied customer to nose-diving product revenues can be very short. Thus you are encouraged to listen to what people are saying.

Social media holds the key. You need to build a command center that monitors the chatter in the market. You also need to extend your business intelligence tools to embrace social media.

You may even need to set up a swat squad that can use social media to address the issue before it hits the tipping point of negativity. I am sure your CMO would love to drive this, but possibly this is a role for the CIO in a world where tech management is largely in the Cloud.