IT Management Slideshow: Mining Social Media for Customer Trends

By Dennis McCafferty  |  Posted 05-20-2010

Mining Social Media for Customer Trends

80% of information generated daily is unstructured, a figure boosted by the popularity of social media.

Mining Social Media for Customer Trends

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Customer sentiment expressed on Twitter, Facebook, wikis, RSS feeds, blogs, et al represents a potential gold mine for companies.

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IBM SPSS Modeler is a predictive analytics software tool that measures trends in consumer views of products and services.

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Modeler also analyzes emoticons and common texting slang terms.

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The full view of customers is meant to help create personalized customer experience, improve customer relations.

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More payoffs: Better marketing campaigns, product design, service offerings.

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180 verticals are covered by the software - including life sciences, banking/insurance, and electronics.

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400,000 industry-specific terms can be analyzed, e.g., "floating rate" is understood as relevant to "mortgage loan."

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Customers include: Navy Federal Credit Union, Rosetta Stone, Money Mailer.

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