Social Media Monitoring posts, articles, and infographics

Music, Film, TV: How social media changed the entertainment experience

May 11, 2012 by Brian Solis
with 29 views

Social networking is in its own right a reality show made for the web. It is its own form of entertainment. And, as the study found, an overwhelming majority of people agree [read more]

Customer Intelligence and Innovation Process

May 8, 2012 by Gregory Yankelovich
with 67 views

Image:Andrea Danti /Shutterstock

I think simplification of customer experience in achieving the desired outcome is an ultimate goal of any product creator. In my opinion, the experience starts with the recognition that the product is a potential "candidate" for the "job" on hand, and continues from a process of acquisition of the product through different steps until the desired result is achieved. [read more]

Social Media and Automation: Right or Wrong?...'Yes.'

May 6, 2012 by Allen Mireles
with 211 views

Image courtesy of author's blog

The question of social media and automation has come up a lot recently. Is using it right or wrong? I say yes. Both right and wrong, depending on how you use the automated tools, on what you are trying to do, and who you are trying to do it with. Social media can be a time suck. There’s no getting around it.It takes time... [read more]

Social Media Monitoring: Beware Sarcasm

May 3, 2012 by Adam Honig
with 40 views

Image: Megan/Flickr

How things change. When I first started out as a sales guy, amassing information on prospects used to require phoning companies’ headquarters and requesting a copy of their annual report. [read more]

The Evolution of the Social Media Command Center in Latin America

April 27, 2012 by Jesus Hoyos
with 65 views

Image: Annkozar /Shutterstock

In the recent few months I have seen a noteworthy progression of social media command centers in Latin America in industries like CPG, telecommunications and banks. The Latin American market is changing from having just a community manager to monitor Facebook to forming command centers with monitoring tools and community platforms. [read more]

Calm Down Dear – It’s just another channel!

April 27, 2012 by Gerry Brown
with 73 views

Image: pressureUA /Shutterstock

We’re going through a customer service revolution and social media is dramatically changing the landscape. [read more]

Why complain using social media?

April 24, 2012 by Chris Heffer
with 162 views

Image: Pling /Shutterstock

Companies should care what the world thinks of them. If you put negative things out there on the web, other people will read them. If the company responds publicly and fixes your problem then not only does it make one happy customer, it shows the rest of the world that they are a good company to do business with. [read more]

The Rise of Generation-C…and What to Do About These Customers

April 21, 2012 by Brian Solis
with 192 views

I recently had the privilege of presenting at the GDOL Digital Talkfest in Istanbul. The focus of the event was very much in line with my current work. GDOL tracks the new generation of consumers who do everything online and the impact they now have on popular culture, society and ultimately business. I refer to this generation as... [read more]

Social Marketing 101; Respond to Your Customers about Social Issues, Too

April 5, 2012 by Douglas Hanna
with 63 views

Photo: birgerking/Flickr

Nowadays businesses are either riding the social media train or stranded at the depot. Clients and customers love the personal touch and having the ability to comment on an issue; the problem arises however, when no one from the company responds back or follows up on a complaint, lack of service, or even a social issue. [read more]

Social Media Monitoring vs Customer Intelligence Analytics

March 28, 2012 by Gregory Yankelovich
with 619 views

Based on the questions I often get from marketing practitioners after the webinars and group speaking engagements, there is a considerable confusion about a difference between Social Media Monitoring and Customer Intelligence methodologies. Here is my first attempt to establish a clear demarcation line between the two approaches. [read more]

(Video) Forget Listening. Are You Taking Action?

March 22, 2012 by Keith Paul
with 23 views

Don’t get me wrong, these metrics reviews are great for executive dashboards. Social listening provides the context that informs what the numbers mean. [read more]

Stop Making Mistakes with "Social Media" Mistakes

March 13, 2012 by Customer Mgmt IQ a division of IQPC
with 144 views

Even as business media professionals grow more savvy in their understanding of social media, it is staggering to see how few presently understand its role within the context of the corporation. [read more]

Enterprise Social Networking is More Than Facebook Behind a Firewall

March 9, 2012 by Brian Solis
with 190 views

We see everyday what’s possible with social networks for improving customer engagement and experiences? Can the same be done with internal social networks for improving employee engagement and experiences? [read more]

What’s the Difference – A Social Media Monitoring Strategy that Analyzes Intentions Instead of Mentions

March 8, 2012 by Jennifer Roberts
with 107 views

At CI we talk a lot about analyzing consumer intentions, extracting consumer expressions of preference with regards to products, viewing intentions or services from social data. We talk so much about it that sometimes we fail to fully explain why a social media strategy focused on understanding consumer expressions of intent is so much more valuable to a company than one that relies on volume-based monitoring [read more]

Big Data and the Perception of Privacy

March 2, 2012 by Maggie Fox
with 54 views

It is my belief that the privacy debate is an extremely complex issue and it will take some time to settle. That said, public option regarding ‘volunteered data’, or willing contributed information (Twitter posts, Facebook comments, etc.), is relatively straightforward. [read more]

How to Begin Analyzing Social Media

February 29, 2012 by Jennifer Roberts
with 338 views

For many companies social media monitoring still represents a number of challenges. There are just so many conversations, so many social media channels that it can be hard to separate actionable consumer signal from noise. But what is noise and what is consumer signal? [read more]

Social Marketing is Service and Service is Social Marketing

February 27, 2012 by Debra Ellis
with 91 views

The path to viral marketing is through the service department. It isn’t rocket science or magic. People don’t recommend mediocre service. If you want your customers to talk positively about your business, you have to give them a reason and some encouragement. Word of mouth marketing is based on quality service. The method for sharing the information has changed but the motivation remains the same. [read more]

Key Metrics for Social Customer Service

February 16, 2012 by Joshua March
with 248 views

This evening, I spoke at the Social Media Week London event on social analytics. Thank you to everyone who attended for your questions and thoughts! I shared some of the key things companies need to be tracking in order to deliver great customer service through social channels. [read more]

Using Google+ To Capture Your Target Niche

February 15, 2012 by Mac Ocampo
with 73 views

Google+ was a social experiment last year that has seen a lot of buzz and critiques. Its growth has been steady, but we all know that Google isn’t complacent which is why The Search Plus Your World initiative and the new Google policy were launched to draw more users to Google+. Google+ has its own strategies to entice users and... [read more]

Super Bowl XLVI Proves Increasing Use of Mobile Internet

February 7, 2012 by Mac Ocampo
with 32 views

Photo: Stephen Luke/Flickr(creative commons)

It was a great Super Bowl game again this year, and the digital world was once again involved in a big way. Super Bowl XLVI had the most number of tweets for a sporting event, [read more]