Social listening involves using the information customers post publicly to better personalize their experience. But distinguishing the messages that matter (and responding to them promptly and effectively) is not easy - with customers in the United States posting over 500 million tweets a day, and over 400 million uploads on Instagram - how can a company sift through this information to make a meaningful connection? In our paper, we describe the process Luxury Hotel Company X embarked on to harness social media postings to better manage their experience in real-time.
Click here to download the complete article.