Companies have discovered that social media analytics is crucial, especially for customer feedback, building goodwill,customer support,crisis management,lead generation . Such social analytics include the Listening Platform used by agencies that scan all popular social media networks.At the same time, individuals have also found platforms to be a valuable tool for understanding their personal influence in various social media networks.   The analytics allow marketers to identify sentiment and identify trends in order to accommodate the customer better. There have been significant examples where companies, particularly in the airline industry, have used such analytics tools to reach customers who have feedback.


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