Monthly Archives: July 2013

WoM Marketing-Does it Really Work?

New research shows early signs of Nokia Lumia 928’s breakaway success. While it’s Social Net Promoter ScoreĀ® is 12% below Lumia 920, it’s Social Engagement Rate is 264% higher. We measure Social Engagement as the number of customers who published … Continue reading

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Customer Feedback is the Oxygen of Social Enterprise

In the context of this article I am using the term “Customer Feedback” to include content from company sponsored Voice of Customer programs and content from unsolicited Word of Mouth published by customers online. Social, Outside-In, Customer Centric companies “treat … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Social Media Research | Leave a comment

Social Consumer challenge to Traditional Brand Management

As most marketers are well aware, when consumers have trust in a brand the products associated with this brand are capable of delivering higher margins than the competition and sustaining adverse economic conditions without loss of their market share. Unless … Continue reading

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