You're listening, but are you learning? Deciphering social mentions to improve customer experience
Charlotte Nau and Bettina MützeTNS
Every day millions of customers share their experiences of products and services on social media. The conversations generated represent a huge opportunity for companies to create closer, more meaningful customer relationships. But this constant stream of feedback is hard to navigate.
Although many companies have social listening in place, they struggle to make sense of the mass of information and to identify tangible actions as a result of what they've heard.Common social analytics, like how frequently a company...