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How social media sentiment influences companies

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Social media sentiment

In the last years, # Social platform users  is constantly increasing and the way information is shared has also changed. Pull media has quickly been replaced by push media, information like status updates, photos, comments, videos or new articles finds the user and all this represents the social media sentiment.  A good example is the New York Times, whose # Homepage visitors decreased 2 times over the last 2 years, but its overall traffic didn’t, as it comes from the “side door”, the social platforms.

How much does poor customer experience cost?

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Customer Relationship Management

In 2013 Sales Force, a company that provides software solutions for Customer Relationship Management, pointed out that on a yearly basis, on a global scale $ 338.5 billions are lost due to poor customer experiences. One year later, EY presents to the public its latest study from the EY Customer Experience Series, entitled “The cost of complaining” and reveals that Australian businesses lose more than $720 for every negative customer experience.

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