Tag Archives: Social Media

Customer Experience and Balance of Power

During the last few years we witnessed tremendous political impact of social media on politics, both in  government and corporate realms. The examples abound from the social media fuelled Arab Spring demonstrations and political campaign funds collections, to the well … Continue reading

Posted in Customer Experience CX, Customer Support | Tagged , | 8 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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The Contextual Side of Customer Experience Analytics

Can you tell by the menu prices that a restaurant will provide you with a great experience? Will reading the final score substitute for the experience of the game you could not attend?  Some analytics practitioners would answer “yes” to … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Product Marketing, Social Media Research | Tagged , , , | 1 Comment

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

Customer Engagement and Experience Influence Consumer Selections

Brand cannot flourish without advocacy of its customers and the advocacy is not likely without engagement. Samsung and HTC know that best. Continue reading

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