Social Media Analytics
Social media is now connecting everyone in the world. In 2014 there are over 31 million Facebook users and both Twitter and LinkedIn have over 10million users. With this is mind, there are now more than ever opportunities for your customers to talk with you and about you in a social space.
Gone are the days where all customers would pick up the phone and their complaint would have been handled in the privacy of your call centre. Perhaps a handful of complaints would have made the press. Now, before you can even blink, your company’s news (good or bad) will be plastered all over social media for the world to see.
Trawling thought reams of tweets, likes and favourites can be a time consuming process and by the time you have analysed the unstructured data, your customers have become bored, moved on and are having their next conversation which you won’t be part of.
What’s more, with social media analytics it is possible to combine structured, semi structured and the unstructured data (from social media) together to put your data into context. It gives the answer to ‘why’ something has happened.
At Granger Smith Consulting we have experts who understand social media and how to analyse it. With Social Media Analytics you can:
- Listen to your customers
- Improve your brand
- Understand your competitors
- Predict what your customers want
- Combine structured and unstructured data to understand the ‘Why’ factor
- Understand the best communication channel for your customers
Find out more about how our consultants can get your business more social media savvy.