| Contact Center/CRM Views and Analysis

January 2011

You are browsing the archive for January 2011.

Mining The Social Channel for Customer Gold

January 25, 2011

The social channel appears on first glance to provide a readily-extracted motherlode of information and insights that can help firms retain and build relations with customers and attract new ones. For in the huge volume of conversations: blogs, comments on sites e.g. TripAdvisor et al, Facebook postings and Tweets are concerns, complaints, experiences and ideas about companies’ products and services that are waiting to be mined, assayed, processed, refined and used.

Yet as one spends any time on the channel knows, going through it is akin to mining in another way: there is an awful lot of raw ore that must be processed to obtain a few ounces of valuable commodities.

Featured Events