NM Incite’s recent State of Social Media Customer Service study shows that Hispanic social media users are 21% more likely than the average U.S. social media user to use social care.
According to a recent report published by NM Incite and Nielsen, consumers continue to spend more time on social networks than on any other category of sites—roughly 20% of their total time online via personal computer (PC), and 30% of total time online via mobile.
The changing face of holiday retail is apparent as online and mobile shopping claim their piece of the pie, but recent NM Incite data looking at consumer buzz about Black Friday and Cyber Monday found that these great American past times still command lots of consumer attention.
This blog post is the first in a series of three, and focuses on analyzing who is actually using social media to reach out to brands and companies with customer service issues.
In the first two parts of this segmentation series, we defined social media segmentation and discussed various approaches to take with it depending on your business. This blog post covers implementation – how do you do it?
The advantages of a brand becoming involved in social media far outweigh the risks. But with an uber-transparent environment, the road can be a little bumpy at times. So what can you do to curb the effect of negative content posted to your social media channels?
NM Incite recently developed a new metric, the Customer Service Sentiment (CSS) score, that measures how positive customers are toward their service experiences with a company. The first analysis covered 13 of the top financial services institutions and produced eye-opening results that reveal three key principles that can be applied across all industries.
It seems banks have been a bit more reluctant than other industries to integrate social media into their marketing efforts. But in recent years, banks are realizing that social media matters to them too, and that ignoring it could be detrimental to their brand health.
With so many different companies offering social media data collection and analysis, how do you know which one to choose? As with any research, the quality of your insights depends on the quality – not necessarily quantity – of the underlying data.
As marketers try to determine the role and ROI of social platforms, and with research spend more heavily anchored on online activities, the need for more advanced and informative analytics is critical.