As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

What do Billy Beane, the General Manager of the Oakland A’s, and your
company’s Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and
insights that can provide teams and businesses with unfair advantages.

Social media is here. Your customers are talking. And they’re talking publicly. Twitter has a large user base and provides a simple application and interface to get you started. What should you do? 1. Search Twitter for your company’s name, brands, products, or services 2. Search Twitter for your competitor’s company name, brand, products, or [...]