How to understand, in just one word, the health of your customer relationships? Customer Sentiment Index (CSI), is a measure based on a single word that customers use to describe a company.
The CSI is calculated using one-word responses from the following customer survey question: What one word best describes this company? Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience.
Sentiment analysis can be used to to find how your brand is being perceived compared to your competitors. If you know you have a negative sentiment of about 30% on certain channels or sources, and your competitor has 10% then definitely you got to be working towards your strategy.
Reaching out to influential people in your network and to those that matter in your industry, would be more sensible approach than every other person on social media.
Monitoring your brand’s sentiment perception regularly to know how your marketing efforts are working for you can help you create a strong brand value.
The bigger your company gets, however, the harder it becomes to keep a handle on how everyone feels about your brand. For large companies with thousands of daily mentions on social media, news sites and blogs, it’s extremely difficult to do manually.
When it comes to knowing how people feel about your business, getting people to share their sentiments is no longer the problem. The problem lies in monitoring and analyzing all of the information that is out there, and finding ways to improve the public sentiment towards your company.
"Sometimes, it’s easy for those of us in the SMM industry to forget that – to the ordinary person – the world of social media monitoring can be a confusing one.
We’re guessing that if you’re reading this, you either already know of us and therefore have some knowledge of social media monitoring, or you have come here through a search engine, in which case you may know very little (if so, hi, we’re Brandwatch, a social media monitoring company).
In basic terms, social media monitoring is the act of using a tool to, well, monitor what is being said on the internet.
It sometimes also goes by the name of, or is bundled with, Social Listening, Online Analytics, Buzz Analysis, Social Media Measurement, Social Media Intelligence, Social Media Management, SMM (also the acronym for Social Media Marketing, confusingly) … we could go on".
Sentiment analysis is all about figuring out the attitude of someone speaking or writing. With so much being expressed through various social media across the Web, knowing the actual attitude behind the words is more important than what’s being transmitted.
We do this with software applications that allow us to use automation to track sentiments about products, brands and individuals and to understand whether they’re viewed positively or negatively. We analyze blogs, reviews, tweets and comments as broadly as they’re available.
With all the hoopla and the social media burst around us, all the brands are on the lookout to monitor consumer conversations.
Sentiment Analysis on social media is an integral part of the strategy implementation. Sentiments are feelings or opinions by the users about the brand. While there are many paid as well as free tools available, the automated sentiment analysis system can be better for now.
Veooz is one such venture by SETU Software Systems, which tries to aggregate all such conversations and weight the positive/negative sentiment around them. The tool is still in beta and at least for now, it is FREE!!
"Have you ever posted new video content and received an immediate reaction from your audience?
Video sentiment can be measured by the number of likes/dislikes on the video, content of comments if available, number of backlinks, and feedback via other channels online or offline.
Commenting sentiment is difficult to analyze since comments frequently aren’t always clear about someone's sentiment toward the content. Oftentimes, the commenter is responding to another commenter, posting a question, or responding to other outside factors and not your content at all.
If you want a less subjective view of your audience’s video sentiment, creating a poll with a set list of questions and answers can provide clearer feedback for the content owner. For example, consider polling your audience on a specific set of questions around your new product. Be specific in your polling questions based on the specific sentiments you’re seeking to discover from your audience".
Are there limits to how we can use what we read on social media?
So before you even start monitoring discussions on social media, make up your mind what is appropriate use of the intel. If someone tweets they are having a cup of tea and a biscuit, will Arnotts jump on them and suggest a Tim Tam? Perhaps the Heart Foundation will recommend an apple instead – and Coles will simply offer a two-for-one deal if you buy either.
In the digital age where social media has made conversations between brands and customers transparent for the world to see, no longer can you hide behind complaints and negative feedback.
Social media monitoring is the process of carefully listening on social networks for conversations that include mentions of your business or brand.
In the past, this was an expensive exercise that involved using high-end tools that excluded many companies from using such services. The good news is today social media monitoring can be done using many powerful tools for free.
According to Gleanster Research 85% of brand marketers believe social media is critical to the marketing strategy. It turns out that it’s not so difficult to engage consumers on social; anybody can create a brand presence on social channels.
The nice thing about the new generation of social listening technologies is that they have virtually removed the guesswork and boring statistical analysis that would otherwise have brand marketers running for the hills.
Today, the tools are designed to be used by business users, for good reason. The insights derived from social listening technologies are only valuable when they are put in context.
That means you don’t need IT people or highly skilled statisticians to extrapolate really powerful business insights from social media data.
" I talked a little about sentiment analysis earlier. Sentiment analysis mainly tracks the prevailing opinion of your brand and it’s most effective for larger brands, especially consumer brands. For smaller brands, there just aren’t enough mentions of your brand to make sentiment analysis very insightful. For small brands, scouring specific websites, such as Yelp, EOpinions, and other places likely provides more insights regarding prevailing opinions about your brand".
48% of online consumers are taking note – and fully expect companies to listen and thus improve their products and consumer experience from this feedback.
As a result, it’s more critical than ever to be not only equipped for proactive social listening to take in these opinions, emotions and behaviors, but also for in-the-moment marketing that allow companies to course correct and diagnose issues.
Every marketer needs to understand what consumers are saying online about their brands, their competitors, and more. Keep reading for 4 tips on enabling your team to be in-the-moment:
For many brands, one of the appealing aspects of social media is the opportunity to target and acquire new customers.
Marketers can also use social to learn more about existing customers and use that knowledge to increase the relevancy of your messaging.
But how can you do this effectively?
The tools already exist to monitor social conversations and unlock key insights into who to reach, how to reach them, and the right messaging to use.
For an easy two-step guide on monitoring and acting on social media conversations, take a look at our infographic below! It’s time social marketers went beyond simply counting ‘Likes’ and comments, and uncovered the deeper meaning of social conversations.
"If a tree falls in a forest and no one is around to hear it, does it make a sound?
Sometimes I think brands carry this philosophy into the social media realm. Several case studies have pointed to brands ignoring their customers on social media, believing their small, individual voices won’t be heard by others.
Social monitoring helps you tap into these conversations to capitalize on positive sentiment and mitigate negative sentiment, while understanding how competitors are perceived and industry trends are changing. Ignore it at your own peril.
I know how overwhelming tracking this vast and never-ending stream of information can be when you have never-ending lists of tasks to perform (All the late nights I’ve worked overtime are testament to this!).
To help make it easier for you to stay on top of this information overload, here are the social monitoring tools I use to quickly connect with the information I need to effectively manage SocialMotus".
Sharing your scoops to your social media accounts is a must to distribute your curated content. Not only will it drive traffic and leads through your content, but it will help show your expertise with your followers.
How to integrate my topics' content to my website?
Integrating your curated content to your website or blog will allow you to increase your website visitors’ engagement, boost SEO and acquire new visitors. By redirecting your social media traffic to your website, Scoop.it will also help you generate more qualified traffic and leads from your curation work.
Distributing your curated content through a newsletter is a great way to nurture and engage your email subscribers will developing your traffic and visibility.
Creating engaging newsletters with your curated content is really easy.