Join us for a webinar with Adam Metz, author of The Social Customer
When: Wednesday, October 26 at 8:00 am PST/11:00 am EST
Click here to register.
We’ll be giving away a complimentary copy of Adam’s book to the first 100 attendees.
Can’t make the webinar? Register anyway and we’ll send you a link to the recording.
Delivering the social customer experience is not just about creating Twitter accounts, posting videos on YouTube and creating Facebook apps. It’s all about breaking down barriers, eliminating the departmental hurdles and information silos of traditional business to create a new way of understanding and engaging with customers.
Why, then, are so many companies creating yet another silo with social initiatives and teams that are separate from the rest of the business?
Join Attensity and Adam Metz, author of the new #1-Amazon bestselling book (Internet marketing and customer service categories), The Social Customer, for a complimentary webinar on The Anti-Social Media Trap.
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Earlier this year, Attensity was proud to be recognized by Gartner, Inc. in the “Visionaries” quadrant of its “Magic Quadrant for Social CRM” report. We also received a CRM Rising Star award from CRM Magazine. At Attensity, we recognize that large enterprise organizations need more than software to make their social customer initiatives successful. They need proven strategies that tie their social initiatives to real business value.
That is why Attensity is pursuing an initiative to share the lessons we’ve learned through hundreds of implementations with leading brands such as AT&T, JetBlue Airways, Royal Bank of Canada, Starwood Hotels and Resorts, Travelocity and Whirlpool in a new eBook, “Make the Voice of the Customer Your Business Asset.”
In addition, Attensity is sponsoring a series of events in the areas of social customer analytics and engagement, including:
- “Is Your Social Strategy Anti-Social?,” a complimentary webinar on October 26 featuring Adam Metz, author of the Amazon bestseller The Social Customer. Adam is an entertaining speaker as well as a bestselling author, and the first 100 attendees to the webinar will receive free copies of his new book!
- Sentiment Analysis Symposium in San Francisco on November 9. Hosted by Seth Grimes of Alta Plana Corp., the Sentiment Symposium promises to deliver a thought provoking agenda centered around one of our favorite topics. Visitors to Attensity’s booth will get a demonstration of Attensity’s own sentiment and root cause analytics capabilities.
- Text Analytics Summit West in San Jose, Calif., from November 10-11. Attensity is the platinum sponsor for this event, where our VP of Global Product Management Catherine van Zuylen will deliver the conference keynote on “The Future of Text Analytics.” We’re also excited to have Laura Brown, director of customer and business intelligence for Cisco Systems, deliver a case study session titled “Accuracy Matters – Using Text Analytics to Drive the Cisco Customer Experience.” Attensity CTO Ian Hersey will also be on hand for a Technology Insider’s panel. We look forward to seeing you there!
And finally, we’ve also sponsored several recent third-party industry research reports with the intent to help our customers plan and benchmark your social strategies and voice of the customer initiatives, including:
- A market study by Alta Plana Corporation, “Text/Content Analytics 2011: User Perspectives on Solutions and Providers”
- A Voice of the Customer survey by research firm ThinkJar of 400 individuals in enterprise organizations about their voice of the customer initiatives, with results also available in an on-demand webinar
- A Social Intelligence benchmark report from market research firm Gleanster
These complimentary documents are downloadable from the Resources section of the Attensity site. We hope you find them useful in formulating your own social customer strategies!
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Amid growing anti-Wall Street protests, a flurry of banking fees have been introduced to the common consumer, at a time when the US economy is stuttering. Needless to say, public sentiment towards the banking sector has deteriorated significantly.
A few months ago, when some of the new banking fees were being publicly discussed for the first time, Attensity discovered (by analyzing a month’s worth of Twitter data across a number of banks) that customers were actually more likely to churn (or switch banks) based on service-related issues rather than because of new fees. Since then, and with Bank of America’s recent announcement regarding ATM and Debit fees, fees are now imminent. And within Social Media there are now loud voices expressing intent to churn, with attrition to Credit Unions being the most popular alternative. The power of collective persuasion has never been stronger!
So What Does Netflix Have to Do with This?
At the time of writing this blog, public reaction to Netflix’s recent decision to break out separate businesses for DVDs versus streaming was so vociferous (losing approximately 1 million customers was probably also a key factor) that Netflix reverted back to its existing business model. In fact, consider for a moment the reaction on Netflix’s Facebook page to this U-turn announcement.
For every other person who liked that announcement, an actual comment was expressed. Those are incredibly high levels of Facebook engagement for any brand! More on the link between Netflix and BofA later…
Given Bank of America’s recent announcement of a monthly $5 debit card user fee, a series of questions emerges. For some, there may be no obvious answer. However, by leveraging Attensity’s deep Facebook Analytics, we can at least provide a better picture of the prevailing themes. Consider the initial announcement that appeared on Money CNN last week. A quick analysis of the reactions to this announcement on Facebook offers a few initial insights:
- Almost every comment about the debit fee was intensely negative and those comments were liked by someone (average likes = 0.92). While low compared to standard Facebook metrics, this number is relatively high when we look at related comments on reactions to a subsequent quote from Bank of America’s CEO about the $5 debit fee.
- At Risk Customer Behavior is mostly tied to churn threats, with consumers most commonly mentioning Credit Unions as the place to go.
- BofA is perceived as being “greedy” and pursuing “Excessive Profits.”
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About a year ago, there was buzz around the press that the Apple iPhone 5 was next up in the iPhone family for release. After a bit of digging, one would find that in fact, Apple never mentioned or announced or even pre-announced the iPhone 5. The blogger and press hyped something that was never or at least not quite yet, in the plan. But today, many of us tech lovers tuned in to hear about the latest announcement from one of our favorite tech companies assuming it would be about the iPhone 5. Today, Apple announced the iPhone 4S, not the iPhone 5. While the announcement included many of the things that were rumored to be in the iPhone 5 – they didn’t change the name or the design. Some of the things the new iPhone 4S does include are:
- Improved camera – 8 megapixels (finally)
- Video at 1080p
- Dual-core A5 chip (currently used in the iPad 2) but supposedly 7x faster than the iPhone 4!
- 1 hour more of talk time battery life (from 7->8 hrs.)
- Cool NLP based talk-to-you feature (we like that, but we will see if others do too)
- Oh & it’s cheaper – that’s cool
Here’s a link to the CNET comparison chart (which actually shows how little was done).
The comments took a pretty negative turn on-line mostly related to the disappointment that there wasn’t more - here’s the chart from Attensity. I took a look at general sentiment across some of Apple’s products and a few other related topics. iPhone is definitely tracking the most negative right now:
And here are some of the comments on Twitter the negative & sarcastic ones were my favs:
So, what do you think? Are you going to buy the iPhone 4S or wait for the 5?
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Attensity and Teradata have built a strong partnership over the years with many joint customers and projects around the world. Tonight (Sunday evening 10/2/2011) kicked-off Teradata Partners User Group Conference & Expo 2011, and we are excited to once again showcase our commitment to Teradata at the event this week in San Diego.
In fact, Attensity and Teradata share more than a few customers, including well-known corporate brands like Travelocity, RBC and Lloyds Banking Group – we also share a commitment to offering the technology stack necessary for organizations to be able to leverage customer data so that those organizations can deliver an optimal customer experience. At the event this week we will be showcasing our latest joint offering that does just that.
At Attensity, we believe the companies that can quickly identify and respond to the massive volumes of actionable customer data and sentiment being generated in social media will have a significant advantage over their competitors. The Aster MapReduce Platform from Teradata is a critical component of that strategy. That’s why Attensity announced today the ability to deliver large-scale analysis of real-time social media conversations on the Aster MapReduce Platform, a “big data” analytics solution.
Teradata’s Aster MapReduce Platform is a massively parallel processing system designed for iterative, ultra-fast analysis that easily scales to terabytes of data and beyond. Now that’s BIG DATA! Attensity’s semantic engine automatically reads the unstructured text of social media conversations from over 75 million different social media and other online sources, as well as internal sources such as emails, surveys and CRM notes, extracting key business insights and data. The insights can then be fed into the Aster solution leveraging Aster’s Applications-Within™ architecture, which enables analytic software to be processed inside the analytic platform in a massively parallel processing fashion. Companies can then use the analytics to identify threats, spot opportunities, generate automatic alerts, kick off business processes, and engage proactively with customers.
An exciting offering that gives companies the ability to engage in a real-time understanding of their customers. Check it out at our booth (#403) this week!
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