• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Customer Feedback Insights
Monitor. Analyze. Act.

Social Media Monitor

What’s All the Buzz About?

Traditional surveys are a proven and effective way to identify key drivers to your organization’s long term success. However, what do you do about hot topics and conversations in your customer community that change and morph daily?

As a complement to your formal survey program, Social Media Monitor listens to and analyzes millions of conversations giving you the advantage of hearing what your customers are saying 24 hours a day, seven days a week.

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Social Media Monitor brings to light the topics, sentiment and buzz being generated about your organization across cyberspace. Watch the ebb and flow of sentiment and topic discussion with the ability to spot emerging trends. Capitalize on opportunities or head off potential problems before they become service or public relations nightmares.

Further, don’t just listen . . . ACT! Social Media Monitor is also a great tool for interacting with your customers and prospects in their current medium of choice. With its ability to connect with conversations on Twitter or Facebook, you can be more than a passive listener when the situation warrants it. Connect directly with customers from within the Social Media Monitor platform, with the added ability to assign and track the action items through to resolution.

With Social Medial Monitor you can:

  • Gain insights to complement your formal survey program
  • Collect immediate and ongoing feedback
  • Receive early warning indicators of looming problems
  • Categorize themes on the fly for later/ongoing analysis
  • Monitor Twitter, Facebook, Pinterest, YouTube, blogs, news sites and much more
  • Trend sentiment around specific topics
  • Drill down to specific mentions
  • Interact with customers directly through social media
  • Manage workflow for customer follow-up

Monitor the Competition

Social Media Monitor provides this same analysis of your key competitors, providing insights into what their customers are saying about them. By monitoring your competitors, you can gain insights into your competitive strengths and weaknesses from a customer point of view and identify why customers shift towards or away from you and your competitors.Monitor the Competition

Customer Feedback Insights Platform

Social Media Monitor is part of the CFI technology platform and works in conjunction with the other customer feedback analysis tools. Insights gained from social media can often provide context and color around structured survey data or can serve as an early warning system for issues that should undergo further analysis.

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