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Following on the heels of the explosive growth of social media phenomena like Facebook, Wikipedia and Twitter, companies are exploring whether they can leverage the "wisdom of the crowds" to solve the problem of connecting the bits of information that can lead to innovative products and improved ser...
In November, as the crowds of caffeinated holiday shoppers began to swell, Starbucks baristas received a corporate edict: slow down. Going forward, they were to make only one drink at a time, no matter how many customers were waiting in line. According to sources, Starbucks customers were complainin...
Consumers today don't want to interact just with other consumers. Increasingly, they expect to interact and communicate directly with brands and companies themselves. Over the past few years, companies have come to see these communities as a valuable asset, nurturing them as part of a brand's offeri...
Monitoring online conversation can provide insights that are relevant to a range of functions and activities, and that drive different types of value to a company. Companies need to understand what these sources of value are and then design their social media monitoring program so that the findings ...
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