Articles

by Craig Brennan, CEO of Overtone, Inc.
Marketers are discovering the value of listening to the online consumer conversations about their company, brands, products and services and to gain actionable customer insights to improve their marketing and operational performance.

It is my hope that this article will help you to better form your Customer Listening Strategy and Program by taking advantage of the valuable customer insights waiting to be harvested from social media as well as direct to company sites.

Everyone has a story and every story deserves a listen.

Forrester analyst, Jeremiah Owyang’s freshly published report, The Leaders In Community Platforms for Marketers provides valuable insight into 9 vendors. Here is a summary in 10 bullets:

Datasheets

Many companies have been successful in measuring Net Promoter Score (NPS™) program results as a periodic benchmark to drive unified action and to make occasional improvements.

The problem facing airlines is apparent from any visit to Travelocity, Orbitz or Kayak. Your airline is just another cell on a price and schedule spreadsheet.