Social Media Monitoring Isn’t Enough – Are You Missing This Critical Process?
You’ve got the social media metrics. Now what? It seems like many companies may be asking themselves that same question, according to a new report from the Altimeter Group. The study found that too many companies do not utilize their social media feedback to solve the core issues that improve products and services. The analysts say that 66% of all companies don’t have a process to tie feedback to improvement. They write:
“Forward-looking companies will define a process to intake customer insights; that is, collect and develop insights from customer sentiment and feedback in social channels, and refer this information to the appropriate product teams to act upon.”
For more info, check out Jeremiah Owyang on Web Strategy, and check out the full report on Slideshare: “Social Business Readiness: How Advanced Companies Prepare Internally.”
Also check out our earlier post about the Altimeter Group’s report: “Is Your Brand Inviting Social Media Disaster?”
Thoughts or comments?
Image: sheelamohan / FreeDigitalPhotos.net