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This is such an enlightening article. A massive sector of analysis tools is evolving that will help us filter the noise and help you be the first one to see which customers are reaching out for answers.
1 year, 11 months ago on Social Marketing Embraces The New Customer Relationship
@sdolukhanov You're probably right. We've got a good niche here in Spain! We're moving in the direction of KPI correlation, but not this year.
3 years ago on 70% of Companies Ignore Customer Complaints on Twitter
@sdolukhanov - Sergei, I can't resist any longer. We distribute a product here in Europe that does all the things you just mentioned. If permitted, I'd like to leave the URL right here: http://www.impulsa2.es/reputacion-online/
For English speakers the vendor is www.brandchats.com but we speak English pretty well too.
Within a very short period we will ALL have smartphones which will give us access to social media on the move, and that is the biggest driver for the use of social media. Those of us that have them know that if we get bad service from a supermarket, a car dealership, a government agency, etc we tweet it or whatever IMMEDIATELY from the phone. We don't wait to get home, unpack the groceries, and make a cup of tea while the home PC is booting up. Smartphones make social networking instant and emotional, and that's what takes it out of control of enterprise. Before smartphones your indignation became calmer and calmer according to how long you took to get your complaint heard (those damned automated phone systems play tranquilising music for a reason....) and let's face it - how many times did we just forget about it anyway? That doesn't happen anymore thanks to the instantaneous combination of smartphone and social network. Customers are now shaping business processes, and companies need to respond.