Tools to Measure Buzz and Distinguishing Customer Centric Marketing from Customer Experience Management
Customer Experience Matrix
DECEMBER 18, 2006
Sunday’s The New York Times had a long article on buzz measurement vendor Nielsen BuzzMetrics ( www.nielsenbuzzmetrics.com ) (“Brands For the Chattering Masses”, Sunday Business , December 17, 2006, page 1). Naturally this caught my eye since I had been pondering how to measure buzz for Customer Experience Management (see entry for December 8). If you're interested, the Cymfony Web site offers a free copy of a Forrester Research report on “brand monitoring systems”. To do this, marketing would have to overcome the political obstacles of a product-centric culture.