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Listen First! Tops for Training
We have used Rappaport's Listen First! as an indispensable guide to the world of social media listening and analysis for internal training. The book combines an insightfully broad view of listening research with compelling case studies, specific guidelines, and an overview of listening technologies. Highly recommended for marketers and researchers alike. - John Wittenbraker, Ph.D., Director of Global Innovation, GfK-
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"I learned very early the difference between knowing the name of something and knowing something."— Richard P. Feynman
Tag Archives: Customer Service
Three Questions about Social Media Monitoring and Customer Service for Tom HC Anderson
In advance of our May 2 webinar on social media monitoring and customer service, I asked Tom HC Anderson a few questions about the state of customer service, the role of sentiment and where it’s heading. Tom is the head [...]
Posted in Customer Service, Research, Sentiment, Social Media Monitoring, Text Analytics
Tagged Customer Service, Sentiment, Text Analytics
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Listen to turn that (consumer) frown upside down
Retailers responding to negative comments on social sites such as Facebook, Yelp, CitySearch and Twitter improve their brand image, strengthen customer relationships and reap business benefits. Right Now. commissioned HarrisInteractive to research what happens when retailers respond to criticism or [...]
