sentiment analysis

Sentiment Analysis As Customer Service

A 2002 definition of Customer Service explains it is “a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” A Google image search for “customer service” returns pictures of people (mostly women) with headsets and huge smiles. Everyone over the […]

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How A Facebook Complaint Boosted Sales

Liberty Bottleworks received a harsh complaint from a customer on their Facebook page. They responded with an eloquent and inspired post that went viral. Here’s the original conversation: So just as this hit, a former employee of Liberty posted a screenshot on Reddit and they were instantly flooded with support from across the world. Days […]

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The Conversation Prism

The newest version of the Conversation Prism is here! Version 4 has been updated for 2013 and it includes many new resources and sites. Here is the basics about the Conversation Prism: “Developed in 2008 by Brian Solis, The Conversation Prism is a visual map of the social media landscape. It’s an ongoing study in […]

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What can you do if a Twitter hashtag campaign backfires?

Users start using the hashtag to promote other competitors or use it for negative comments. View Question on Quora

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Valentine’s Day Stats According to Facebook

Valentine’s Day stats may not be something you ever thought to track but they exists so why not take a peek? We consistently tout the value of analytics social media offers; this is truly the ROI of social media. AllFacebook posted an infographic highlighting Valentine’s day stats on Facebook. Click the image to see a larger version. […]

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Employees Win Right to Complain on Social Media

If your business regularly scours Facebook, Twitter and other social media for negative comments from employees, you may want to think twice before firing them. Thanks to a National Labor Relations Board ruling handed down in late December 2012, a national law passed in 1935 that protects workers’ rights to strike or picket in front […]

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We are never alone

Melissa Stetten is a model. On a recent trip from LA he was chatted up by Brian, the man next to her who made a number of advances including misinformation about his past. He thought he was only speaking to her but as social media teaches us, we are never alone. Melissa began sending snippets […]

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