Category Archives: Customer Intelligence

Is Social Media Relevant to Business?

There are hundreds of companies that sell their Social Media Monitoring services. Many more startups are working hard on bringing more to the market. Clearly there is an expectation of great value from the intelligence produced by these efforts when … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , , | 1 Comment

Why doesn’t an abundance of analytics translate into actions?

Most companies heard about value of data-driven decisions, and every company accumulated more data than they know what to do with. Some enterprises invested in technology tools sold to capture transactions and mine oceans of data in hopes of increasing … Continue reading

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B2B Customer Experience Management – a story from the trenches (Part 2)

In the last week post I wrote about the reasons the examples of B2B Customer Experience Management successes and failures are not as widely available as B2C ones. I also started describing a specific example of pitfalls on a journey … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Opinion Miner | Tagged , , | 9 Comments

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

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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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