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You Are Only as Good as Your Customer Thinks You Are

The Perceptual Power of Social Media: Gaining Insights from Social Media on Product Quality

About this paper

In the past, a dissatisfied customer told 10 friends; now they tell 10,000. People are talking about their experiences with your products – and your competitors' products. Some may be ambassadors and advocates, others are detractors and malcontents – but all of their voices are in the mix, shaping customers' buying decisions. At a time when product recalls, government intervention and lawsuits are front-page news, customers are questioning brands that seemed to have been above reproach. Descriptive statistics, text analytics and social network analysis provide a way for you to determine how customers purchasing decisions are affected by what they see on the Internet. This paper describes how analytics can be applied to social media and provides some best practices for monitoring and addressing perceptual quality.

Om SAS

SAS Institute er markedsledende business analytics-udbyder og den største uafhængige spiller påbusiness intelligence-markedet. Vores innovative løsninger hjælper kunder på mere end 70.000 lokationer med at levere værdi og forbedre deres performance ved træffe bedre beslutninger hurtigere. SAS har givet virksomheder verden over THE POWER TO KNOW® siden 1976.

 

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