Social media analytics refers to the approach of collecting data from social media sites and blogs and evaluating that data to make business decisions
To monitor and analyze customer sentiment towards brands and towards competitors’ brands
Integrates data across social media channels like facebook, twitter, review forums, blogs and performs simple reporting as well as advanced methods like text analytics to determine brand level sentiment.
Such sentiments are mapped to consumer profiles, geography across time periods to identify specific customer segments in terms of positive/negative sentiment.
The analyses also focus on determining brand attributes that determine postive / negative sentiment.
Other typical metrics included in the solution are Origin of Buzz, Buzz Trends, Share of Voice etc.
The solution also focuses on what customers think of competition at brand/local level by correlating it directly to customer sentiment.