Social Media Analytics

Ann Arbor, Mich. – Social media and search engines are two of the most popular online destinations, but are heading in different directions when it comes to customer satisfaction. According to new data from the American Customer Satisfaction Index (ACSI), social media’s index score climbed 4% to a score of 74 on a 100-point scale.
    

San Francisco – Digital marketers are mobilizing their efforts. According to a new study from marketing software provider Kenshoo, phone and tablet-based year-over-year (YoY) spending globally increased 167% for paid social ads and 37% for paid search in second quarter 2015.

San Jose, Calif. – While Amazon.com may be happy about its exact sales performance during its July 15 Amazon Prime Day sales event, social media response probably did not meet Amazon’s expectations.

Product reviews, social media posts and videos are having more of an impact on shoppers than ever before, according to a new survey from Bazaarvoice.

The Bazaarvoice Conversation Index Volume 9 examines how consumers' online and offline shopping behavior is influenced by consumer-generated content (CGC) such as ratings and reviews, questions and answers, photos, videos, and social posts.

Dallas – A retailer’s social media activity has a greater impact on shoppers than the company’s website.

That’s one of the findings of the Digital Shopping Tool Impact Study 2015 from marketing technology provider Epsilon. The platform shoppers cite as most influential to their shopping decisions is Facebook, although Pinterest and Google+ are strong contenders.  

Edison, N.J. - Consumers are turning to user-generated social media images and videos to help them make purchasing decisions. According to a new study of more than 500 online shoppers from Dotcom Distribution, more than half of respondents (54%) have used social media to find photos or videos of a product they were thinking of buying within the past year.

Texting and checking social media sites aren’t on any retailer’s job description for store level hourly positions, but those and other Internet-enabled activities are sapping the productivity of workers, according to a CareerBuilder study.

The study of 2,175 hiring and human resources managers didn’t look just at the retail industry, but who hasn’t been in a store and seen a smartphone obsessed employed distracted by their device to the detriment of customer service.

London, U.K. — Honest Cafe, an automated coffee house chain in London, is using IBM Watson Analytics to unearth client insights to help determine everything from coffee products and pricing, to marketing and promotions. Honest Cafe is a new venture from Revive Vending where three cafes currently in operation, and four more planned, are all unmanned.

New York -- Consumers are predominantly using social media as a tool to give positive feedback, according to eDigitalResearch. Of the 2,000 consumers surveyed who have used social media to contact a brand in the past year, 6% have used social media to send positive feedback about a company compared to 2% who said they have used this touch point to send a complaint.

Plug and Play brings together retailers and start-ups that offer specific technology and expertise that can relieve merchants’ pain points. Chain Store Age’s Customer Disruption newsletter provides a Q&A with the CEO of one of those companies in each issue. This time, the spotlight is on Brian Ley of BiddRocket.

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