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Archive for October, 2010

ConsumerSphere’s Week of Tweets

by ConsumerSphereGuy on October 22nd, 2010 in Twitter

Social Intelligence

by ConsumerSphereGuy on October 13th, 2010 in Innovation, Insight, Monitoring/Tracking, Social Media Strategy

To quote Zach Hofer-Shall from the Forrester Defining Social Intelligence Paper on March 12, 2010, Marketers must turn to Social Intelligence, the concept of turning social media data into actionable marketing and business strategy.

No longer will the passive pursuits of listening, monitoring and occasional engagement deliver the benefit and return on investment required for competitive advantage and heighted customer service delivery. Social communities grow and morph at internet speed. They have the ability to identify a problem and make it known to the masses nearly instantaneously.

Today we find more and more customers choosing to marry their Social Intelligence with their business processes, product development, customer service delivery and marketing campaigns.

The goals for Social Intelligence are becoming far more ambitious. In a call center as an example, it is not merely call deflection that drives interest; it is the ability to understand issues in time to develop specific call scripts, and operator/internet training on how to resolve the problem in a shorter period of time. Metrics include faster call resolution; heightened customer satisfaction, call deflection and potential for cross and up-sell offers.

We believe Social Intelligence has the power to allow companies to engage with their communities in a more mutually beneficial manner. It provides for the opportunity to achieve measurable competitive distinction and greater customer loyalty.

The Rise of Online Communities

by ConsumerSphereGuy on October 6th, 2010 in Web 2.0 Explained

ConsumerSphere’s Week of Tweets

by ConsumerSphereGuy on October 1st, 2010 in Twitter