Tag Archives: Social Media Monitoring

Hell hath no fury like a customer scorned

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever invested into graphics, messaging, advertising and your salary … Continue reading

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

The Paradox of Choice and Social Media

  “The Paradox of Choice: Why More is Less” is a well promoted book by Barry Schwartz. Barry argues that eliminating consumer choices can greatly reduce anxiety for shoppers and improve their well being. Personally, I think that this is … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , | 2 Comments

Don’t waste money on analytics

  This post was originally published on http://www.cx-journey.com/.   Analysis is an instrument of learning, defined as “a process of acquiring modifications in existing knowledge, skills, habits, or tendencies.” There are substantial volumes of academic research produced over the years … Continue reading

Posted in Customer Experience CX, Market Intelligence, Social Media Research | Tagged , , , | 4 Comments

Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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Size does not always matter

It is interesting that most conversations about Social Media Monitoring start with a size, breadth and velocity of data and rarely address desired outcomes for this investment. Regardless of what, or even if, you are paying for use of Social … Continue reading

Posted in Market Intelligence, Opinion Miner | Tagged , , , | 2 Comments