The customer journey has long been used as a way to identify market opportunities for business growth. By tracking the journey, it has been relatively easy to learn what customers want, and how and why they’re selecting products or services to meet their individual needs.
Do you know your customers? Are you clear about what they want? And about what they expect? According to a research by software firm Acquia, it appears that some businesses may not know their customers quite as well as they think they do. The ‘Closing
There are a number of ways that businesses can be proactive and minimize the risk of a crisis. This includes the implementation of ethical data collection services, as well as strategic data preparation to ensure sensitive information is organized and stored securely. However, despite best
C-suite executives like data. They like data visualization of KPI reports and in-depth analysis reports that quite literally paint a picture of the impact of the organization’s efforts. They like real, actionable data. What they don’t like, however, are vanity metrics: likes, shares, emojis, and
To really derive full value from social listening, businesses need to focus on big data, but collecting and analysing big data is beyond the scope of human ability. That’s why it’s essential to utilise tools that can automate the process and handle large pools of
Social listening software is a form of automation; it automates the process of collecting data and picking up on important patterns and trends in online communications that could potentially empower businesses to make vital changes to facilitate new growth. And automation is everywhere. According to
Listen to any online conversation and you’ll get insights into the thoughts, feelings, and perceptions of social media users. For example, by reading local Facebook groups, you might find out that a new restaurant brings little nibbles to tables as customers are reading through the
Social listening is a two-part act – something which many businesses overlook. The first part is the obvious part: selecting channels, tuning into conversations, and analysing online discussions to discover what customers and audiences really think about your brand. And that’s where many businesses stop.
‘Consumer insights’, ‘customer understanding’, ‘the bigger picture’... a simple internet search will show all the things gained from listening. But what is perhaps even more vital for businesses right now is to understand just why social listening is so important from an operational standpoint. Here,
Getting a finger on the pulse of exactly who is saying what about your brand is critical to making informed, strategic business decisions. Amazon founder Jeff Bezos once said that, “Your brand is what other people say about you when you aren’t in the room”.