Support Analytics posts, articles, and infographics

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

January 31, 2012 by Jennifer Roberts
with 36 views

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 75 views

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 128 views

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]

What’s the Last-Minute Social Shopper Interested in Buying?

December 21, 2011 by Jennifer Roberts
with 31 views

CI & CNBC use social media analytics to detect emerging trends: CI and CNBC have continued their partnership through the holiday buying season but have shifted the focus to identify and categorize conversations of the last minute shopper. 11 million daily conversations around 30 retailers were analyzed for consumer expressions... [read more]

The Future of Customer Surveys

December 20, 2011 by Customer Thermometer
with 50 views

Are you planning on running a customer survey in 2012? If the answer’s yes, there are some highly pertinent questions you should be asking about the tool you going to use. Most popular survey tools have a heritage in paper-based market research. They are designed to give you a broad brush view of the market. They are designed to ask... [read more]

Customer Service Through Social, Is It Worth Doing?

November 14, 2011 by Mitch Lieberman
with 230 views

It is something many smart have written about and it ‘feels like’ the right thing to do. Talk about it in a meeting, and you get ‘head nods’ of affirmation. But, we need to ask the tough question to find out where we really stand, as well as ‘why’. I am hoping that you are willing to be part of that process. [read more]

The Right Information at the Right Time

November 9, 2011 by Maria Ogneva
with 50 views

photo credit: jeffrey_golden

TweetKnowledge workers today are challenged, to say the least. There’s too much information, the information is in many places, and it’s hurling at us with unbelievable speeds. We lose a lot of time searching information; in fact, according to the IDC “Hidden Costs of Information Work in the Enterprise” study, an average knowledge worker... [read more]

Foundation of Social Business: Defining Social and Enterprise Text Analytics

October 14, 2011 by Jennifer Roberts
with 43 views

Normally, I steer clear of defining terms, primarily because of the term “exceptions”. There are exceptions to every rule so I don’t know that it helps to be too dogmatic. Here at CI, we spend a fair bit of time talking about data: enterprise and social, structured or unstructured that it occurred to us, “Hey, does anyone else know what... [read more]

Will ‘Big Data’ Become Your Worst Nightmare?

October 13, 2011 by Marc Sokol
with 158 views

Image by shvmoz via Flickr

Could this happen to your company?…. When the executive convened a group of senior leaders to dig into the competitor’s practices, they found that the challenge ran deeper than they had imagined. The competitor had made massive investments in its ability to collect, integrate, and analyze data from each store and every sales unit and had... [read more]

Customer Data and Pork Bellies

September 17, 2011 by Barry Dalton
with 53 views

The law of supply and demand. You've heard of it. You may have studied it. Any of you that are economists (real ones. not just those like me that have it on their resumes under "education") know a heck of a lot more about it than me.With my elementary understanding of the subject, I got to wondering the other day about... [read more]

The End of Social Media 1.0

August 29, 2011 by Brian Solis
with 596 views

I would like to talk about an inflection point in social media that requires pause. I am not suggesting that there will be a social media 2.0 or 3.0 for that matter. Nor do I see the term social media departing our vocabulary any time soon. [read more]

Blending Historical and Real-Time Analysis of Your Social Customer

July 9, 2011 by Jennifer Roberts
with 114 views

Here at CI, we talk a lot about the importance of blending social and traditional metrics to create a more comprehensive view of your customer. Now, we’d like to suggest that not only is real-time monitoring critical to tracking consumer perception but that blending in historical data allows for important trending patterns to emerge.... [read more]

The Future of Buyer Personas is Social

July 7, 2011 by Tony Zambito
with 169 views

Image by eliazar via Flickr

What buyer personas never were and should not be in the future. [read more]

Social Support: The Emperor Has No Clothes? When the Board Doesn't See Your Value

June 29, 2011 by Orhan Ertughrul
with 150 views

Photo: Curt Gibbs/Flickr (Creative Commons)

We often expect our efforts in social support to be lauded throughout the company when they appear to us to be successful, but how is success measured? More often than not in customer care, cost reduction is the KPI of choice. So how does Social CRM measure up? [read more]

Who Is Your Customer?

June 24, 2011 by Dave Brock
with 161 views

On the surface, this may seem an obvious question. It’s been one that has been consuming me over the past two days. I’ve had the privilege of participating as the keynote speaker at a conference of investors and start-up entrepreneurs in Paris the past couple of days. It’s been fascinating to hear of great product and... [read more]

How to Improve Customer Loyalty: Easy Trumps Exceptional

June 17, 2011 by Debra Ellis
with 320 views

Long ago in a galaxy far away exceptional customer care kept people coming back for more. Companies worked overtime to wow their customers. Adages like “the customer is always right” were corporate rules to live by. [read more]

Customer-Centricity and The Kings of Big Data -- What They Collect About You

June 13, 2011 by Peter Auditore
with 356 views

Big Data was the focus of a recent Economist conference that attempted to bring some sense into how we manage data and how it impacts business, government and our own lives. What Google, MasterCard, AT&T, Verizon, Amazon, the CIA, FBI, and more are collecting. [read more]