Archive for the ‘Social Media’ Category

Sysomos Partners with Clarabridge to Bring Powerful Social Perspective to Customer Experience Management

Sysomos Partners With Clarabridge

With social media being more frequently used by your customers to connect with  — and talk about — your company, it would only make sense that you’d like to learn the most you can from those customer interactions, right? If you answered “yes,” then we have some great news for you.

Today, we’re excited to publicly announce a strategic technology partnership with Clarabridge to integrate our world-class social intelligence into their world-class Customer Experience Management (CEM) solutions.

Clarabridge is the leading provider of real-time, intelligent, customer experience analytics and management. Taking information from all of your customer feedback channels, such as surveys, emails, chats and contact centers, Clarabridge intelligently reads, analyzes, categorizes and scores the sentiment of every conversation to give you a better understanding of how to best serve your customers.

As of today, Sysomos’ social intelligence can be added to the analytics and sentiment Clarabridge delivers from a wide array of feedback channels, providing a more holistic view of the customer experience.

“Brands today live and breathe by listening to customer feedback, leveraging it to drive their messaging and content, and engaging with them in real-time,” says Sid Banerjee, CEO of Clarabridge. “Our partnership with Sysomos delivers a vast scope of social media data and intelligence that, combined with customer feedback from all channels—and teamed with deep analytics ready for action throughout the organization—gives clients an even more complete, 360-degree view of the customer experience.”

Simply put, this partnership will fill in the missing, social-media piece of your customer interaction puzzle to surface valuable insights — the kind that help you make decisions around optimizing customer experience, loyalty and satisfaction in a more focused and meaningful way.

As Marketwired CEO Jim Delaney says, “Creating the ultimate customer experience begins with listening to feedback and understanding the sentiment behind it. This partnership with Clarabridge, a recognized leader in CEM, gives enterprise-level businesses and large brands an integrated solution that provides deeper insight into the attitudes of their target audiences.”

To learn more about our new partnership between Clarabridge, read the official press release here, or contact us to learn more.

How Real-Time Does Real-Time Marketing Need To Be?

In a fast-moving, multi-tasking world, it’s no surprise that real-time marketing has captured the imagination of brands.

The ability to engage instantaneously has radically changed the brand-consumer dynamic. Consumers expect brands to respond right away, while brands – using monitoring tools such as Sysomos – can quickly respond to meet the needs of consumers.

real-time social

In a survey by Evergage, marketers said social media was the most popular tool to accomplish real-time marketing. It ranked just ahead of Websites and email, while call centers, online displays and search lagged behind.

While real-time marketing has opened up new opportunities , it has also put a lot of pressure on brands.

Given the growing expectations of consumers, many brands are discovering how the fast that real-time marketing can be.

Brands that wait minutes or hours to engage or come up with an appropriate response can find themselves publicly flogged and criticized.

It can be an uncomfortable place because it often means brands have to tactically react with little time for strategic thinking.

It raises an interesting question: How real-time does real-time marketing need to be?

Without disappointing consumers do brands have any latitude before they need to engage publicly? While there are times when brands need to move instantaneously, there can be situations when a brand needs time to make the right move.

We’re not talking days (that would be strange) but hours. It seems like a reasonable idea but how plausible is this approach in a real-time world?

As real-time marketing becomes a bigger part of a brand’s arsenal, they need to develop clear strategies on their approach to real-time.

In some cases, there will be no time to pause before diving into the action. In other situations, real-time marketing needs to take a seat behind smart marketing.

When you take a step, it’s early days for real-time marketing. The rules of engagement are still being developed, while brands and consumers are getting a better understanding of what to expect and when.

real-time marketing

It’s Good to Be Back: The Sysomos Blog Returns


After taking a brief hiatus, we’re happy to be home again. And starting today, your favorite social intelligence engine is picking up right where we left off—sharing social media news, information, helpful hints, product updates, special event details, and whatever else we can think of right here. To make sure you don’t miss a thing, subscribe to our RSS feed or check back with us early and often.

What’s more, we’re rebooting a bunch of our social channels so that you can connect with us where it’s easiest: our @Sysomos Twitter feed, Facebook page, Google+ page and LinkedIn page. So we invite you to follow along in whatever way works for you—naturally, we’d love it if you joined us everywhere.

In the coming months, you’ll see a host of other developments in the Sysomos world, including all-new social channels, guest commentary, exclusive content, product enhancements, and a few other surprises. But we’ll get into all of that later.

So just to recap: It’s nice to get away for a while. But there’s no place like home. See you around the neighborhood.

Where Social Media And The Real World Collide

Over the weekend, CBS Films paid (a reported) $70,000 to place a single tweet, taken from a film critic, in a full page ad inside the New York Times. Could this be the start of a convergence of social media and the real world? Or even earned media and paid media? Click here and read the full article at our blogs new home.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

See What Was Said At The Social Intelligence Summit

What happens when you put a bunch of really smart people from some of the world’s top brands in a room together to discuss the future of social media? Well, you get a ton of really great predictions, strategies and ideas.

This is exactly the kinds of things that came out of our Social Intelligence Summit from Las Vegas on Tuesday. We wouldn’t let you miss out on all of this great content, so head over to our blog’s new home to see a Storify recap of the Social Intelligence Summit.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

Follow the Great Content From Our Social Intelligence Summit Today

Want to kick off your 2014 by hearing  insightful social strategies, trend predictions and perspectives from some of today’s social media leaders? Well, you’re in luck.

Today in Las Vegas we are hosting the Social Intelligence Summit, an invite only event that will feature talks, panels and sessions from marketing leaders from some of the world’s biggest brands. Some of these brands include Twitter, Google Cloud Platform, WCG, Unilever, Visa and more.

Don’t worry if you can’t be there in person, because you can still tune into the conversation happening today between 2-4:45pm PST (5-7:45pm EST) by following the #SocialIntel14 hashtag on Twitter. For more information on the event and the speakers see the full post over on our blog’s new home.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

Is myApollo A Network To Watch In 2014?

The new social network myApollo seems to be making a bit of a name for itself these days. Rather than focusing on how people communicate digitally these days, myApollo is using technology to allow people to communicate differently. The network is focused on security, privacy and the ability to share large files with your peers.

Is this a network that digital marketers should be watching for in 2014? Click here to read the full article at our blog’s new home.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

What Does 2014 Have In Store For Social Media

It’s that time of year. The time when everyone does their best to predict what the new year will have in store for all of us. And we’re no different.

Today, Mark Evans takes a look at some of his ideas are about what will happen in the world of social media in the year ahead. Some of these predictions include Google+ becoming a bigger destination for brands and users and that a new social network will take the world by storm. To read the full article, click this link to go over to our blog’s new home.

And don’t forget that we’ve moved all future content that used to appear on this blog over to the Marketwired Social Blog. You can subscribe to the RSS feed for new content delivered right to you using this link.

What Everyone will be Whispering about…

whisperTo start a new and exciting social network, you need to land upon an unique angle to attract the spotlight.

The amount of times  that brands have attempted to unveil the “next Facebook” is astounding, and generally has been a losing notion.

Digital marketers shouldn’t be looking for the next Facebook. They need something unique, new and a place  their audiences want to spend time on.

When something fits this bill, they should stop and take notice. From the networks that have popped up over the past few years, might have the best opportunity of finding and engaging an audience over the next year or two.

How come? The reason may be it mirrors current society, user behaviour… and  it is quite unique.

So what is you ask?

It’s a new social network that’s starting to get lot of attention. Basically, it allows users to share secrets. It’s similar to a digital version of Post Secret but with comes with an extra level where users can connect, share and converse.

It’s also an evolution of the very popular meme; a tactic beloved by digital marketers. Most important, it’s the anonymity that lets Whisper to differentiate itself.

The fact people can stay anonymous is a big departure from Facebook and Instagram. Whether this is an angle that can be replicated by others in an innovative way is something that only time will reveal.

Whisper is clearly catching on as illustrated by the three billion page views a month. The key question is what brands will be first to find the best way to connect with users through whispering? It is difficult to speculate what brands will jump soon but it interesting to consider.

Digital marketers tend to speak more into a megaphone than whisper, so it will be a challenge for them to use something that’s more subversive and off-brand than they might use.

Of course, this isn’t to say that it can’t be done.

In social media, where there’s a will, there’s a way.

Medium or WordPress for Blogging?

mediumDuring a recent discussion on Twitter about design versus content, someone mentioned they planned to use Medium as their blogging platform.

It struck me as an interesting proposition because using Medium means you’re “renting” rather than owning digital real estate. No matter how good the service, you’re still using someone else’s asset rather than something you control.

I’m a big proponent of digital ownership – specifically, self-hosted WordPress for blogging – because if gives you power over your own destiny. You get decide if and when changes are going to happen to the look, feel, content and functionality.

And, at the end of the day, a self-hosted blog is a corporate “asset”.

To be honest, I don’t think own vs. rent is something many people think about when using services such as Twitter or Facebook. They spend a lot of time creating content and building a following but have no control over changes, updates or the rules of engagement.wordpress

If Facebook decides, for example, to change the look and feel (again!), you have to grin and bear it because there’s no way to decline.

So when it comes to blogging, why use Medium? For some people, it’s beautiful, well-design platform for longer-form content. It’s a destination where people can discover content not available in other places.

And the fact that Medium was started by Twitter co-founder, Evan Williams, gives it a good shot at being successful.

For some people – and maybe brands – Medium is an elegant and easy way to blog without the hassles of updates, plugins, hosting, etc. All you need to do is focus on creating content, which is a big challenge.

For individuals and brands who want control over their control, WordPress (or another blogging platform such as Joomla) is a better option because it an in-house entity that can be integrated into your marketing and sales arsenal.