"Won't they just get used to it?" There's always going to be a learning curve when interacting with a website or app the first few times — but it's risky to assume everyone will get over it.
The world of social media is not so far from the world of customer experience (CX). When done right, social listening can be a logical and valuable extension of your existing CX tracking program.
When it comes to harnessing the power of social, there are obviously tools involved. The thing that will separate your insights from the rest is how you wield the sword — social mention tool — of your choosing.
At Bellomy, when we talk about social monitoring, we see it as fairly narrow in scope — focused on a company, brand, product, or campaign. At a high level, social media monitoring is used to assess and quantify the popularity of a brand or company. From our point-of-view social can do so much more than monitoring online conversations.
As a usability testing moderator, you have a responsibility to your stakeholders to observe participant behavior and collect verbal feedback. But moderators also have a responsibility for managing the participant's experience and comfort during the session.
Do you extract the maximum value from the treasure trove of consumer comments you have? We believe that the best method for maximizing the value of text is by empowering humans with tools that enable effective mining and building frameworks and constructs that continuously build upon past successes.
