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The Art of Giving Criticism

February 16, 2014 by Adi Gaskell

The Art of Criticism

Research has shown that people often prefer compliments to any other form of remuneration. But praise and thanks is not always something you can give. There are times when the feedback isn’t of the positive variety and you need to tell someone what they’ve done wrong.[read more]

Social Lip Service vs. Social Customer Service: AT&T Wireless Case Study

July 21, 2012 by Pam Moore

Many organizations claim to “be social.” They claim they have social media integrated with sales, marketing, and even customer service. They may even tout that their customer service teams are using Twitter to communicate and help customers. The real question is… are they providing social lip service or social customer service?[read more]

SoDash: Bringing Artificial Intelligence to Social Media Monitoring

June 29, 2011 by Matt Rhodes

"SoDash uses artificial intelligence which means the tool can be “trained” into determining the sentiment and category of a social media posting. This advanced approach to social media monitoring can potentially result in greater effectiveness at gathering intelligence from online conversations, and reacting to them appropriately."[read more]