Social Monitoring and Scraping.

Today's customers have multiple channels to share their thoughts about your company.   Including Social Monitoring in your Customer Experience Program covers an important communication channel.  While your direct surveys will gather sentiment data, there may be different comments being shared by customers on Facebook, Twitter, Instagram and review sites like Yelp, Travel Advisor and Google. 

Should you collect and respond to everything that gets posted? 

No- You won't have time and you wont know where to start.  The PeopleMetrics approach utilizes your survey data to narrow your keyword search down to the important topics that your customers have identified in their survey and comments that you captured in your Voice of Customer Program. 

Social Monitoring then becomes a validation effort of confirming if you see the same things online that you found from your surveys.  By narrowing your search, our approach reduces the amount of noise that you have to filter to get to the relevant customer comments that need your counter-narrative or direct response.