Overtone - Social Media Monitoring and Measurement

Reputation Management

"Right now, your customers are writing about your products on blogs and re-cutting your commercials on YouTube. They're defining you on Wikipedia and ganging up on you in social networking sites like Facebook. These are all elements of a social phenomenon — the groundswell — that has created a permanent, long-lasting shift in the way the world works."

Groundswell, winning in a world transformed by social technologies, Charlene Li and Josh Bernoff, Harvard Business Press, 2008

And the most accessible, relevant, and important discussions of the groundswell are the ones that your customers will offer unsolicited through your own feedback channels. An integrated customer listening system allows you to organize this massive amount comments found in both direct feedback and social media into actionable intelligence, delivering it right to your browser – in real-time. Continuous monitoring allows you to set a baseline and benchmark for issue prevalence so that when a new issue emerges it stands out in sharp relief against the normal level of discussion. Those that influence a conversation whether good or bad about your brand can be identified and engaged to prevent a spark from becoming a firestorm.

Overtone solution features automatic detection of emerging issues 24x7 so you can keep your finger on the pulse of your customer attitudes and concerns. You can be alerted of new topics of conversations that are gaining traction, identify who is saying what and who is listening to them, and determine any sentiment changes in sites and authors to pinpoint your engagement strategies and messages.

You cannot ignore the strategic advantage that continuous listening and engagement offers your company. Please schedule a personalized demonstration of the OpenMic integrated listening suite.