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The Emotion found in Social Data

May 10, 2012 by Networked Insights
with 69 views
0

Image: iQoncept /Shutterstock

Let’s be clear. Most people who write on social media outlets don’t do so just for the sake of doing it. Some might, but the vast majority of people who share content, post comments, or offer sentiments and opinions online do so because they are in what Andrew Jeavons of Survey Analytics calls “the point of emotion.” [read more]

Customers and the Numbers that Really Matter for Your Business

May 5, 2012 by Debra Ellis
with 92 views
0

Image courtesy of the author's blog

Creating benchmarks that work to grow your business and improve profitability along the way requires an intimate knowledge of your company, customers, and team members. Your competitors’ metrics choice rarely matters except to provide fodder for bragging rights. If they have 10,000 Facebook followers and your company has 100,000, it may... [read more]

The New Way to Segment For a 6x Greater Return

May 4, 2012 by Esteban Kolsky
with 45 views
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Image: S.john /Shutterstock

As I was doing research for a deck I did on long tail CRM, I found a case study that was too good to pass up. I have been using it for the past few weeks in presentations and talks, but wanted to get your thoughts. [read more]

Obsessed with the Metrics or the Customer Experience?

May 2, 2012 by Melissa Kovacevic
with 281 views
1

Image: Blend Images /Shutterstock

While this is a strange and hopefully unique situation, I find that many Managers become obsessed with Metrics to the point of losing the concept of what the numbers actually mean. Some continually ask what other Contact Centers set as Metrics, [read more]

Engagement ain’t nothing but a number – why 1% isn’t good enough

April 24, 2012 by Brian Solis
with 115 views
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The headline calls attention to everything that’s wrong with how businesses measure engagement in social media today. Businesses that invest any level of marketing resources in networks such as Facebook, Twitter, Google+ and the like (get it?) are being groomed to focus on soft metrics instead of the relevant activity that signals the strength and worth of a community. [read more]

What I Learned Eating My Own Dog Food

April 16, 2012 by Kristin Zhivago
with 77 views
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Even though I truly believe in this method – interviewing your current customers to sell more effectively to future customers – I still experienced the exact same natural resistance to the exercise that my own clients always feel. [read more]

Is Your Content Worthy of a Like, Share, Pin, Retweet, Google +1?

April 5, 2012 by Pam Moore
with 56 views
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What if you took the same time you spend on the share bars, share buttons and tools and instead first focus on something worthy of a share? I know it sounds like a crazy concept because after all it’s far easier to focus on the bright shiny objects, geeky tools and data analytics. [read more]

6 Steps to Brilliant Social Customer Service

April 4, 2012 by Omar Zaibak
with 1,006 views
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Social customer service is more important than ever. Follow these steps to get in the game. [read more]

Are You Ignoring the Social Inspiration People Metrics?

April 1, 2012 by Pam Moore
with 135 views
0

Image courtesy of author's blog

Being a data and ROI junkie I often find myself buried deep in analytics, spreadsheets and conversion funnels. I like to look for the “why” in both data and people. It’s easy to get side tracked by all the geekdom in social. From looks (impressions) to likes, follows, retweets, influence scores, views, demographics, insights,... [read more]

Understanding Customers: Trusting Data Versus Trusting Your Gut

March 31, 2012 by Mitch Lieberman
with 152 views
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Photo by Jon Smith via Flickr

The list of issues surrounding data is a long one: growth of, quality of, management of, storage of, interpretation of, access to and last but not least, analysis. Many of these are technological, but the real issue is when data crashes into a human… [read more]

Social Media Monitoring vs Customer Intelligence Analytics

March 28, 2012 by Gregory Yankelovich
with 619 views
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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
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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]

Are You Ignoring the Social Inspiration People Metrics?

March 18, 2012 by Pam Moore
with 121 views
0

Being a data and ROI junkie I often find myself buried deep in analytics, spreadsheets and conversion funnels. I like to look for the “why” in both data and people.It’s easy to get side tracked by all the geekdom in social. From looks (impressions) to likes, follows, retweets, influence scores, views, demographics, insights, conversions... [read more]

The State of Social Customer Service [Infographic]

March 16, 2012 by Luke Brynley-Jones
with 610 views
0

During our research for The Social Customer 2012 (London) we’ve come across a lot of fascinating and surprising statistics. Never ones to miss an opportunity, our designers have knocked up a smart “State of Social Customer Service” infographic (below).This is also featured on The Wall with some additional notes and commentary.Click the... [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
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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]

Google Analytics Enhances User Interface

March 5, 2012 by Mac Ocampo
with 50 views
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Google Analytics just gave its user interface a minor facelift and some enhancements to improve usability. Google received a number of feedbacks on how to make the Google Analytics UI more comprehensive and easy-to-use for new users. [read more]

Social Media Meets Market Research (guest post)

February 24, 2012 by Maggie Fox
with 106 views
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One of the most frequent criticisms of social media research is what I like to call fuzzy metrics – things such as likes, comments, retweets, shares – all kinds of new measures that demonstrate some kind of consumer interest or engagement. [read more]

Super Bowl Ads – Using Social Media Analytics to Explain Their Popularity

January 31, 2012 by Jennifer Roberts
with 66 views
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The Super Bowl ads have a lot to accomplish in a 30-second spot; they need to entertain us, maybe inspire us to purchase a product or view a show and spark a social conversation. But if you rely exclusively on volume-defined popularity then you are missing the critical reaction piece that complements and explains why a particular ad is popular. [read more]

Creating and Monitoring Your Organization’s Social Barometer

January 18, 2012 by Jennifer Roberts
with 86 views
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In order for social media programs and their subsequent measurement to gain further support in the enterprise, they have to be tied to key business metrics. Tracking and reporting on ‘Likes’ and mentions does not give your organization enough solid data to know if your business is moving the needle in the right direction. [read more]

Report Shows SEO Still Ahead of Social Media Marketing

January 13, 2012 by Mac Ocampo
with 147 views
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Many local businesses still depend on SEO for potential customers to find them and improve their lead generation. But SMM is catching up in a tremendous way, according to this report that estimates that $6.2 billion was spent on paid-social in 2011. [read more]

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