Improving Social Media via Web Analytics: Putting Satisfaction in context

Getting Started, Getting Better: Social Media and Web Analytics Slide 22

You’re probably noticing a theme in putting things in context… by channel, by the kind of satisfaction: recommendation or a simple star rating, satisfaction by how many times your content was used, expression of satisfaction by a specific individual.

You can put this stuff into context to help inform where you need to improve and what you can do to make things better.

It’s gonna require a lot of listening and sometimes it’s gonna be painful. But if you have a culture of accountability, you can be accountable for listening and making things better just as much as you can be accountable for not listening and not making things better.

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