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Looking for Alterian? On January 30th, 2012 SDL acquired Alterian, a leader in social media analytics. Alterian Insights and Alterian SM2 are now part of SDL's Social Intelligence Solutions

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 SDL Social Intelligence 
 Optimizing the Customer Experience  
 with Data-Driven Solutions 

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Social Media and the Customer Experience

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SDL Social in 2 Minutes

A Mile in Their Shoes - The Customer Journey

Do you know the process your customers take to buy and connect with you? 

Their journey is often filled with many steps, stops and starts. What you do to help them along the way makes all the difference in gaining a competitive foothold. Taking action to improve the experiences your customers have within that journey can convert them from shoppers to customers, and then to advocates. 

Too often customers don’t ask for what they want, and rarely do they behave in the way you expect them to; however, they are telling others directly in social media. Taking a walk in your customer’s shoes isn’t necessarily a walk in the park, but it can provide a rich and contextual view into exactly where the customer is in their journey. It helps you locate and remove the barriers preventing customers from reaching the next level of commitment. 

Taking this view of your customer’s world lets you make better informed and faster decisions about value propositions, brand strategies, and, more importantly, how to engage customers.

Getting to the Heart of the Customer Journey: Shopping, Sharing, and Advocating

SDL’s structured approach to Social Intelligence not only shows you the journey path your customers are on, but where they are on that journey and the possible barrier in their way. Unlike any other solution, we use a curated subset of one of the only data sets that’s completely user-generated, global and continuously updating – social data.

With SDL Social Intelligence you gain insights into what’s directly impacting the quality of your customers’ experiences with you. We give you information on a consumer’s likelihood to purchase a product, share content and be engaged, and advocate or evangelize. Whether you are launching a new product or a marketing campaign, this data-driven approach gives you the foundation so you can better align your resources and programs in order to improve targeting and ROI for customer acquisition.

The insights gained from SDL Social Intelligence provide the diagnostics you need to:

  • Identify and remove barriers to shorten the purchase cycle and create a stronger, more relevant value proposition
  • Ensure the creation of continuously relevant, engaging content that inspires your customers to amplify your message online and offline
  • Elevate your brand’s standing among customers so that they identify advocate for you
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Interested in learning more about how social intelligence can impact your business strategy? View our case studies, white papers and other resources to learn more.
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