IT Management Slideshow: Mining Social Media for Customer Trends

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 - Page 2

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

Mining Social Media for Customer Trends - Page 3

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

Mining Social Media for Customer Trends - Page 4

Modeler also analyzes emoticons and common texting slang terms.

Mining Social Media for Customer Trends - Page 5

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

Mining Social Media for Customer Trends - Page 6

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

Mining Social Media for Customer Trends - Page 7

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

Mining Social Media for Customer Trends - Page 8

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

Mining Social Media for Customer Trends - Page 9

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