Taking social media from talk to action
Fortunately, as social media has evolved, so too has the technology to understand these complex relationships. We've been working with customers around the world to sift through social media to do everything from improving product quality to assessing customer sentiment to uncovering fraud.
With analytics, you can:
Do more than just listen to conversations. By applying data mining and text analytics, you can understand more than the simple frequency of words or phrases, or whether your company is viewed negatively or positively.
Learn from conversations over time. Businesses seeking long-term value and continual learning will benefit by capturing new conversation data, comparing it against an historical archive of customer feedback and performing ongoing analysis.
Take a multilingual approach. Your ability to analyze comments, whether in Spanish, French, Chinese, Arabic or other languages, will be critical for a complete understanding of customer sentiment.
Provide easy access to measurements and results. Decision makers need easy-to-understand reports that demonstrate performance across a variety of areas – brand and market tracking, reputation threat tracking, online media analysis and customer feedback.
Social media is still in its infancy, and there are exciting times ahead. I look forward to continuing the conversation.
1 NielsenWire. "What Americans Do Online: Social Media And Games Dominate Activity." Aug. 2, 2010.
This story appears in the First Quarter 2011 issue of