Tracking what customers are saying about your organization, brand, products and executives is becoming a daunting task with the proliferation of social media types and sites, both accessible on the web and on mobile devices. To meet that requirement, organizations have created tools to help businesses track various aspects of what is happening online.

Social Media Monitoring and Sentiment Analysis

Wednesday, December 23rd, 2009

Customer Satisfaction and public relationships departments are increasingly becoming aware of the need to monitor Social Media surrounding their brands, products, services, company name and key personnel. Failure to react appropriately to public sentiment turned bad using these tools can be disastrous for a brand or a product. How to do that work in today’s world of Social Media, complaint sites, Sidewiki and blogs, is a challenge. Some trends and tools and services are starting to emerge.

A recent article appeared in the NY Times: Mining the Web for Feelings not Facts, talks about a new science of searching the web for customer satisfaction data through mining of words, rather than survey data. For many businesses, online opinion has turned into a kind of virtual currency that can make or break a product in the marketplace says Alex Wright, the article’s author.” Typical customer satisfaction techniques of surveying customers to understand their level of satisfaction, while it may have some accuracy advantages, will be found to take too long in today’s instantaneous feedback environment.

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