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Automated Listening vs. Keyword-based Monitoring
The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today’s complex web of customer interaction channels. These include both direct feedback (web sites, surveys, emails, discussion boards) and indirect sources in social media (forums, review sites, blogs, Twitter, social networks, etc.).
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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.
Both eatery and hotel companies know the value of differentiation and segmentation in delivering sustained profitability.