Listening platform with report capability

At the basic level, simple self-awareness. Yet without any action from the data, this is useless. 2) Tracking of brand mentions Like traditional “clip reports” of media relations, companies now track mentions in the social space. Despite tracking there is no guidance on what to do next. based on brand or product keywords. Radian 6, Visible Technologies, Techrigy/Alterian, Buzzmetrics and Cymfony, Dow Jones are providers. Improved self-awareness to track volume of information, yet unable to track depth, and tonality of conversations. As a result, not a full understanding of opportunities. 3) Identifying market risks and opportunities This proactive process involves seeking out discussions online that may result in identifying flare-ups, or possible prospect opportunities. In addition to a listening platform staff must actively seek out discussions and signal to internal teams. Alerting tools, and listening platforms are required.


Organization can reduce risk of flare Indonesia Telegram Number Data ups before they become mainstream, identify prospects and poach unhappy competitors customers. 4) Improving campaign efficiency Rather than just measure a marketing effort after it’s occurred, using tools to gauge during in-flight behavior yields real-time marketing efficiency. Dedicated resource to manage reactions, activity, and sentiment to a marketing effort, and the resources to make course corrections nearly real-time. Traditional web analytics tools like Omniture, Webtrends and Google Analytics are common. Campaigns can be more effective, as hot spots are bolstered, and dead spots are diminished. 5) Measuring customer satisfaction In addition to customer satisfaction scores,organizations can measure real-time sentiment as customers interact. Sysomos and Backtype have focus areas into this space.



Customer experience professionals will have to extend their scope to the social web, using a listening platform and sentiment analysis. Insight platforms like Communispace and Passenger offer online focus groups solutions. Brands can now measure impacts of real time satisfaction or frustration during the actual phases of customer interaction. Then identify areas of improvement during customer lifecycle 6) Responding to customer inquiry This proactive response finds customers where they are (fish where fish are) in order to answer questions. Example: Comcastcares account on Twitter asks customers if they need help –then may respond. An active customer advocacy team that’s empowered, training, and ready to make real-time responses nearly around the clock.