Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Satmetrix makes sense of social media data

In the next few months, Satmetrix says it will be releasing a series of SparkScore solutions. The first, a free edition, is scheduled to launch toward the end of February 2012, and will measure the SparkScore of major brands across different industries.

Using a rigorous sentiment engine from Satmetrix development partner Metavana, SparkScore will analyse the fluid and unstructured comments made about brands across multiple social media sites (including Facebook, Twitter and others), as well as reviews, discussion web sites and other applicable private customer forums, and then assign a SparkScore to each brand. Companies will then be able to access their overall SparkScore and compare it to their industry's benchmarks, best scores, and worst scores on a daily basis.

"In the absence of an effective way of making business sense of social media content, businesses have generally been limited to simply counting tweets, likes, follows or other vendor-specific score methodologies," said Richard Owen, chief executive officer for Satmetrix. "SparkScore will allow companies to understand the sentiment of what is being said about their brands online, connect it to measurable business results, and bring it to the board room."

Following this first release, Satmetrix will be embedding its SparkScore solutions into its 'Net Promoter in the Cloud' software applications to help companies generate more powerful social media insights and drive more positive action to boost business results.

"Social media is a growing priority within businesses, but our research demonstrates many lack a solid strategy and means to understand if their efforts are achieving business results," said Bruce Temkin, managing partner for the Temkin Group. "Applying the NPS discipline into a social media environment full of rich customer feedback is right for the times."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)