Big things have been happening behind the scenes at Networked Insights.  A little over a month ago, our development went into seclusion.  They were tasked with fast-tracking a series of changes to version 1.0 of our SocialSense application.  The result of this monumental effort is version 2.0 of SocialSense.  On June 26, development was completed [...]

According to Wikipedia, Customer service is the provision of service to customers before, during and after a purchase. Or, as Wikipedia also cites (and the way I wish more companies would see it), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a [...]

“If you can’t measure it, you can’t change it “. This is one of those fundamentals that is so often forgotten at many levels of an organization. Every effort made by an organization to change something has behind it an implicit measurement, a representation in the mind of someone with some quality that may differ [...]

The fine folks at www.research-live.com recently posted an email debate titled “Tracking online word-of-mouth: The people vs machines debate.” This debate featured Mike Daniels of Report International arguing the pro-human side and Mark Westaby of Metrica arguing the pro-machine side.
This is a great debate and is definitely worth checking out, along with Nathan Gilliatt’s response. [...]