Nowadays companies need to know to about their customers very well because customers collect information from many channels and there is vast amount of data to analyze and little resources to map the insights against business goals. Social media analytics gives us that opportunity. By listening to the voice of the customer and analyzing, filtering and organizing the data, we can create customer segmentation that would benefit any brand. It allows us to go beyond CRM and audience targeting techniques and find out what is important to consumers. To know more, follow Ekaterina Walter (Bestselling Author; International Speaker; Global Evangelist, Sprinklr)’s article link: : http://www.socialmediatoday.com/content/social-media-analytics-key-knowing-your-customers

Companies take efforts to develop all-encompassing voice of the customer (VOC) programs. The success of these programs is dependent on the quality and variety of data gathered from customers. Increasingly, companies are gathering customer feedback from structured as well as unstructured data. For companies establishing a VOC program, unstructured data seems overwhelming. Because of this, companies may avoid analyzing it. Capturing and analyzing unstructured data can be daunting to VOC program managers. Automation is an important step in successfully optimizing the value of unstructured data in a VOC program. Unstructured data creates excellent insight into the underlying drivers of loyalty, and it's vital that organizations make use of their available information. The companies that listen in the right places, using unstructured data to destroy structured, solicited feedback, and taking action accordingly, will have a huge advantage over their competitors. Unlocking the capacity of unstructured data is manageable if taken one step at a time, and the results will be well worth the effort. Read more at: 

http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Unlock-the-Potential-of-Unstructured-Data-for-a-Successful-VOC-Program-97918.aspx

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Three ways analytics can change customer service: (1)Barriers to the organizations are to be broken down as encouraged by Analytics: The multi-channel analytics is causing many brands to call their customer service technologies and processes frequently to break down data vaults and multi-channel support and reaction is centralized to avoid repetition of customer information. say of the customer, a 360-degree vision of the customer, makes analytics more convenient and insightful. (2) Changing awareness of chief Measurements by Analytics: Organizations are deviating from old methods such as rapidity to answer and quantity of calls handled per hour, and moving towards more important methods such as overall client pleasure, first call decision. (3) Allowance of analytics to   move ahead: Once the right analytical reports are collected organizations use them to improve their services and support. Using analytics an organizations can estimates what customers are wanting and expecting from their services. Read more at:

http://www.parature.com/customerservice-analytics/