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Social Mood Can Make or Break Customer Care

Customer care is all about leveraging consumer interactions into emotional connections with your brand. And these relational ties are more important than ever – especially among the younger generations. The social mood can make or break customer care, so it’s...

The Oracle of Cyberspace: WSJ Sentiment Tracker by NetBase

Twitter has gone so mainstream that now even my dad and Warren Buffet have Twitter handles! Apparently Buffet has always had an aversion to technology, but he jumped on the social media bandwagon – and rapidly accrued hundreds of thousands of followers in mere...

Franklin’s Facelift: WSJ Sentiment Tracker by NetBase

As the April 13th installment of the Wall Street Journal Sentiment Tracker showed, currency and all of its different incarnations is top of mind these days, particularly on social media.  And this week on Saturday’s WSJ Sentiment Tracker covered the social response to...

Is Twitter a Customer Service or a Marketing Channel?

Our partner J.D. Power & Associates recently published their 2013 Social Media Benchmark Study of consumer perception toward companies and their use of social media.  J.D. Power surveyed two kinds of social interactions—digital marketing and customer service. To...

Cyber Currency Calamity: WSJ Sentiment Tracker by NetBase

Currency has come in many forms over the centuries.  Here in the US we have some odd ones like the 2 dollar bill or the Susan B. Anthony coin, which just didn’t seem to take off. Currency also evolves – when I backpacked through Europe in my late teens, I could not...

A Woman in the NBA: WSJ Sentiment Tracker by NetBase

Over the last couple weeks, I have been doing lots of research for an upcoming article on the glass ceiling and how it applies to the balance between work and home life for modern women. Much of what I found was quite encouraging, but the April 6th installment of the...

OMG, Adults Txt and Drive 2: WSJ Sentiment Tracker by NetBase

After years of working in Silicon Valley, a long daily commute has become commonplace to me, and for the most part, I barely notice my fellow commuters and their in-car antics anymore. In the past, though, I’ve seen people putting on makeup, eating breakfast, even one...

Heeeeeere’s…Jimmy: WSJ Sentiment Tracker by NetBase

I’m not much of a late night TV person these days, but when I did watch, it was always with the classic Johnny Carson. In the episodes I have seen of Jay Leno, I still haven’t quite gotten used to him being in charge, so with the news that Jimmy Fallon may soon be...

Something’s Fishy Here: WSJ Sentiment Tracker by NetBase

In my book, sushi is a food group – I can’t survive without a regular salmon or spicy tuna fix. And I’m pretty sure I’m not the only one who sees a great piece of fish as a food staple – which makes the recent revelation of “fish fraud” by the FDA last week...

Social Listening and Big Brother: A Consumer Study

Working for NetBase, a social intelligence company that helps the largest brands and agencies in the world understand what consumers are saying about them, I started wondering about Big Brother: Do consumers know we’re listening, and do they care? To answer that, we...

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