Are You Listening? - InformationWeek
IoT
IoT
News
Commentary
2/18/2009
01:52 AM
Paige Finkelman
Paige Finkelman
Commentary
50%
50%
RELATED EVENTS
[Cyberattacks] Using Data as Your First Line of Defense
Aug 10, 2017
Attend this webinar to learn how you can determine which threats pose the greatest danger to your ...Read More>>

Are You Listening?

As we begin 2009, not only is it difficult for companies to attract new business, it's tough to keep your existing customers. Budgets are sliced and orders from the top down are 'do more with less' - which is actually the theme of Web 2.0 Expo this year. Even if your customers are happy, budget restrictions may prevent them from repeat business.Regardless of your vertical, getting to know your customers - especially in a down economy - is vital for success. If done correctly, there is opportunity to grow market share and strengthen your brand and its positioning.Utilizing enterprise 2.0 tools to capture customers' data and feedback enables an organization to take a transactional relationship and give it more dimension. Overtone Inc has take this concept of listening and developed a brand-monitoring solution called the Open Mic Integrated Listening System which delivers contextualized insights based upon what your customers are saying. Open Mic works in 4 steps: collection, categorizing, analyzing and acting.The feedback is in real time, allowing brand managers to gauge consumer sentiment, both positive and negative, the moment its live. This in turn allows companies to act accordingly and respond just as fast, ultimately expediting and strengthening the reaction between company and customer.The contextualized insights can decipher what the feedback is actually saying. By way of example, if an Adidas customer wrote 'My new shoes are sick' and a unhappy McDonald's customer wrote 'That burger made me sick' - the listening system is able to distinguish that the first comment is positive and the second comment is negative.In perusing the list of benefits that Open Mic delivers, one really stands out. The cost saving value proposition. Their solution is scalable and the engine processes text comments in seconds, eliminating the need for a person to sift through verbatim texts.Building a brand has become a two-way conversation; today the enterprise 2.0 tools exist to ensure feedback is taken in the right direction. Are you listening?

Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
IT Strategies to Conquer the Cloud
Chances are your organization is adopting cloud computing in one way or another -- or in multiple ways. Understanding the skills you need and how cloud affects IT operations and networking will help you adapt.
Video
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll