Reviews | Conversation Management

Altimeter 2012 report Social Media Management Systems

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by Erik van Roekel on January 10, 2012in the categories Conversations, Reviews, Social WebNo Comments

Last year I wrote this blogpost: “Social Media Tools & Listening Centers“. It became one of the Conversation Management Top stories of 2011, that is always a great honor . Yesterday Jeremiah Owyang (Altimeter Group, follow him on Twitter) published an interesting report: A Strategy for Managing Social Media Proliferation. A perfect match with the article I wrote and a must read if you are wondering right now what kind of social media tools you should buy or use.
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Taking customer’s complaints seriously

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by Lisa Derycke on November 11, 2011in the categories Reviews, Social Web, UncategorizedNo Comments

When a customer wants to express how they feel about a product or brand, the easiest and fastest way to do so is to put it on Twitter or Facebook (check out how Vodafone is managing these social customer contact channels in a 24/7 way). Although a company’s answer is necessary, 25 % of the companies do not respond to the complaints or comments of customers, made on Twitter (14% on Facebook). This has been investigated by feedback management software provider MarketTools.
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Which online voices do we actually hear?

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by Matthijs van den Broek on October 20, 2011in the categories Conversations, Reviews, Skills, Social WebNo Comments

Social media can provide valuable customer feedback about products; a lot of companies have already started to listen to this online word of mouth. They regularly scan online conversations to understand customer sentiment. But how accurately do these conversations represent the true underlying sentiment of a product’s customers? To answer this question, research done by Wendy W. Moe, David A. Schweidel and Michael Trusov analyzed product ratings and sales over time from a popular online retailer. By studying rating behavior at the level of individual contributors, they uncovered several key dynamics that drive the evolution of online forums. Drawing from the full set of ratings that were posted on the website of the retailer they studied, the researchers examined ratings, contributed by 2,436 individuals, for 200 products and identified several important dynamics at work in online forums.
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Creating a culture of change starts with giving people sparks of inspiration

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by Steven Van Belleghem on June 1, 2011in the categories Reviews, Social WebNo Comments

Yesterday I was invited to join Rabobank’ s internal social media day (#smd2011). During the last year, I have done many workshops to inform and inspire companies about the importance of conversations and how to re-connect with your consumer. Most of the time, these workshops have between 20 to 100 employees.

At Rabobank, there were about 400 people present. The goal is to inspire as many people as possible.
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Content Marketing vs. Traditional Advertising [Infographic]

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by Timothy Mouton on May 13, 2011in the categories Activation, Branding, ReviewsNo Comments

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