SOCIAL MEDIA  I have posted before about the extraordinary opportunity for customer insight represented by the brave new world of user generated content. The reconstructed data analyst is no longer limited to a 'back-room' of historic transactional data, demographic profiling or inferential conclusions.The contemporary data analyst has a literal torrent of live data expressed in sentiment, colour and conversation that will, I believe, push customer insight into a new league.
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SOCIAL MEDIA  An explosive mix of social media, online communities, text analytics & visualisation technologies together with Net Promoter Score (NPS) programs is presenting marketers with the opportunity to deliver on the type of Customer Relationship Management vision promised 10-15 years ago. In my humble opinion of course... but as practitioners, we are now seeing some of the more innovative companies closing in on this position.
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WEB  With the explosion in and variations of social media participation (eg Twitter, Facebook, YouTube) you can forgive marketers for occasionally feeling just a little bewildered. It can seem like drinking from a firehose! Forrester, I believe, continue to do a good job of mapping out the social media landscape for brands and a recent paper "Turning Your B2B Web site Into A Community Hub" provides some clarity and supports our experience in managing online communities for brands.
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SOCIAL MEDIA  Well you've probably heard of or perhaps even lean Six Sigma but what about Social Sigma...(no, not Social Stigma!) Just when you thought it might be safe to listen to another Analyst here comes - a process to improve the customer experience by looking at their online activities. But let’s just roll-back for a minute. You will recall of course that Six Sigma is a data-driven methodology that provides businesses with the tools to improve the capability of their business processes.
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SOCIAL MEDIA  You do wonder about re-using terms or acronym's that haven't served us well in the past. Customer Relationship Management (CRM) software is a case in point. Even with a shiny "2.0" at the end.
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