Reviews | Conversation Management

Think like Zuck!

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by Steven Van Belleghem on February 12, 2013in the categories ReviewsNo Comments

A few weeks ago, a new business book caught my attention. The title almostpulled me to the book. The book is called ‘Think like Zuck’. The author of the book is Ekaterina Walter. She is one of the social media strategists at Intel. Next to that, she is seen as one of the leading business women in the US. And now she wrote this bestselling book. So, I was happy I could interview her for my blog

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Strike a pose!? Pictures of the UK book launch of The Conversation Company

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by Anke Moerdyck on June 7, 2012in the categories ReviewsNo Comments

Two weeks ago we presented The Conversation Company by Steven Van Belleghem to the UK market(ing) research industry at the official UK book launch (organised by InSites Consulting). An event filled with great people, great food, great vibes… and we hope we inspired many of you with our story of The Conversation Company! Check the pictures online if you want to spot yourself in the audience. Missed the event? Take a look at this short movie of our Dutch & Belgian book launch event early March.
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Altimeter 2012 report Social Media Management Systems

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by Erik van Roekel on January 10, 2012in the categories Conversations, Reviews, Social Web1 Comment

Last year I wrote this blogpost: “Social Media Tools & Listening Centers“. It became one of the Conversation Management Top stories of 2011, that is always a great honor . Yesterday Jeremiah Owyang (Altimeter Group, follow him on Twitter) published an interesting report: A Strategy for Managing Social Media Proliferation. A perfect match with the article I wrote and a must read if you are wondering right now what kind of social media tools you should buy or use.
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Taking customer’s complaints seriously

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by Lisa Derycke on November 11, 2011in the categories Reviews, Social Web, Uncategorized1 Comment

When a customer wants to express how they feel about a product or brand, the easiest and fastest way to do so is to put it on Twitter or Facebook (check out how Vodafone is managing these social customer contact channels in a 24/7 way). Although a company’s answer is necessary, 25 % of the companies do not respond to the complaints or comments of customers, made on Twitter (14% on Facebook). This has been investigated by feedback management software provider MarketTools.
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Which online voices do we actually hear?

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by Matthijs van den Broek on October 20, 2011in the categories Conversations, Reviews, Skills, Social WebNo Comments

Social media can provide valuable customer feedback about products; a lot of companies have already started to listen to this online word of mouth. They regularly scan online conversations to understand customer sentiment. But how accurately do these conversations represent the true underlying sentiment of a product’s customers? To answer this question, research done by Wendy W. Moe, David A. Schweidel and Michael Trusov analyzed product ratings and sales over time from a popular online retailer. By studying rating behavior at the level of individual contributors, they uncovered several key dynamics that drive the evolution of online forums. Drawing from the full set of ratings that were posted on the website of the retailer they studied, the researchers examined ratings, contributed by 2,436 individuals, for 200 products and identified several important dynamics at work in online forums.
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