News : Market Force Unveils Social Media Monitoring and Analytics Tool
Boulder, CO, Feb 10, 2014 -- Market Force Information, a provider in customer intelligence solutions, is helping retailers, restaurants and other multi-location businesses provide greater customer service through a new solution for social media monitoring, analytics and management. SocialForceSM enables businesses to monitor consumer online chat about their brand and competition, and take action to improve their performance and provide a differentiated customer experience.
"There’s a growing number of social media forums that provide consumers with a podium to vocalize their opinions about a company, and it’s a tall task for large businesses to wade through what customers are saying about their brand, their competitors and their experiences," said Janet Eden-Harris, chief marketing officer for Market Force. "SocialForce extracts this intelligence for businesses, uncovering ways for them to make operational improvements that lead to exceptional customer service."
Market Force has developed a sentiment-scoring algorithm that enables brands to quickly track how they are doing over time and against their competitors, using a weighted scoring mechanism. "Brands want to be able to quickly see how they are performing without having to wade through tedious numbers of posts by hand," said Marcus Daley, Market Force chief technology officer. "Our new approach gives them that tool."
"We’re doing the heavy lifting for businesses by finding important posts on which they can take action, whether it’s quickly reaching out to customers that express dissatisfaction with an experience or acknowledging a specific job well done," said Eden-Harris. "SocialForce also helps them keep tabs on the competitive landscape so they’re not taken off guard."
Posted by Veronica Silva Cusi, news correspondent
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Market Force is a provider of customer intelligence solutions and customer experience research.
Published: Thursday, February 13, 2014