I came across this graphic the other day on Connie Bensen’s Blog and wanted to use it.
Well, this led me down a Social Media Measurement meme highway started by Geoff Livingston
and I ended up getting directly in touch with Avinash Kaushik who first presented this at a Google social media conference. Anyway, enough about provenance – here it is:
This is brilliant. What Avinash is pointing out is that if you can listen to the voice of the customer (conversations on web boards, forums, newsgroups, blogs) there is rich insight available about competitive dynamics and human motivations and drivers.
We use this insight to help our clients insert the voice of the customer into their processes including brand positioning, communication, issue management and product development.
Thanks to Avinash for sharing.