SDL Launches Social Customer Analytics Framework
Software and technology services company SDL has launched a social Customer Commitment Framework to bridge the gap between customer experience management initiatives and performance metrics.
The solution is designed to turn social media conversations into data insights for sales, marketing, customer service, and the C-suite by working alongside the SDL SM2 social media monitoring solution. According to Dave Clark, SDL's vice president of marketing, the framework allows companies to model their own performance and predict future purchase or loyalty-driven behaviors, as well as that of their competitors.
The Customer Commitment Framework runs a patented set of metrics that assign scores to measure product commitment, brand commitment, and customer relevance, which are linked statistically to other metrics, such as Net Promoter Score. Using the SDL Customer Commitment Dashboard, businesses have access to predictive diagnostic tools and real-time views of product, brand, and customer commitment scores.
SDL, which provides a host of other products and solutions that can enable data-driven communications through SDL Customer Analytics, or merchandising and marketing optimization for e-commerce sites through SDL Fredhopper, can power a more "predictive commerce" environment by coupling social data insights within the Customer Commitment Framework with marketing communications and retargeting.
According to Clark, the SDL Customer Commitment Framework not only measures standard customer sentiment, but instead looks at variables of sentiment, such as what content a customer shared and what scale it achieved, and what authority and influence the sharer has.
Related Articles
Does NPS Have a Role in Social Media?
03 Jan 2014
This simply explained metric may not be as simple as it seems.
SDL's Holiday Study Finds Consumers Willing to Pay More for a Positive Customer Experience
04 Nov 2013
SDL evaluates customer experiences on preferred media, shopping times, and buying behaviors.
Demystifying Social Media for Customer Experience
28 Jun 2013
Look to 'intelligent' tools to identify causes of discontent.
Big Data Is Only One Part of the Personalization Equation
22 May 2013
IBM Smarter Commerce speakers tout the importance of the customer.
Using Data for a Personalized Customer Experience
14 May 2013
SAP says it can fuel "business-to-business-to-consumer" interactions.
Choose a Winning Combination of Customer Experience Metrics
10 May 2013
Improve customer loyalty with the right mix.