Filed under Social analytics

5 Key Questions to Calculating Lifetime Social Value

5 Key Questions to Calculating Lifetime Social Value

As written for SocialMediaToday This was my second year at last week’s Social Media and Web Analytics (SMWA) Summit in San Francisco. Hosted by the UK’s Innovation Enterprise Group, an organization built around an entire curriculum of industry knowledge events, the social series, in particular, is designed to improve the science of social media measurement. I continue to be … Continue reading »

Big Data for Beginners

Big Data for Beginners

As published on Social Media Today “The hot IT buzzword of 2012, big data has become viable as cost-effective approaches have emerged to tame the volume, velocity and variability of massive data” – Edd Dumbill, O’Reilly Radar. That’s how the program chair for the O’Reilly Strata Conference explains the Big Data surge. But I had a friend … Continue reading »

The “Who, What, How, and Why” of Customer Sentiment – Interview with Sid Banerjee, CEO of Clarabridge

The “Who, What, How, and Why” of Customer Sentiment – Interview with Sid Banerjee, CEO of Clarabridge

Article first published as The “Who, What, How, and Why” of Customer Sentiment – Interview with Sid Banerjee, CEO of Clarabridge on Technorati. Call centers have served as a primary medium for customer engagement long before social media and the proliferation of the web. They have long been a key channel in customer experience management (CEM), the practice of … Continue reading »

“Social Analytics” What?

“Social Analytics” What?

Social Analytics or Social Media Monitoring? How do we define the term “social analytics?”   Social analytics is too often used synonymously with social media monitoring or measurement. But, in fact, it is more than that.  Social analytics is where measurement and business intelligence converge. Essentially, social analytics is a combination of two important concepts – … Continue reading »