Method and Apparatus to Calculate Real-Time Customer Satisfaction and Loyalty Metric Using Social Media Analytics
First Claim
1. A computer-implementable method for providing a near-real-time measurement of sentiment and advocacy within a social media environment, comprising:
- processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment; and
processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data.
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Abstract
A method and system are disclosed for providing a near-real-time measurement of sentiment and advocacy associated with user interactions within a social media environment. A first and second set of social media data, respectively associated with a first and second set of social media interactions, are processed to generate a first and second set of social network advocacy (SNA) data in near-real-time. The resulting first and second sets of SNA data are then processed to generate a first and second set of SNA Pulse (SNAP) metric data, which respectively indicate a near-real-time measurement of sentiment and advocacy for a given aspect of an organization. The first and second sets of SNAP metric data are then processed to generate a set of SNAP metrics differential data, which indicates a corresponding improvement or decline in sentiment or advocacy.
27 Citations
20 Claims
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1. A computer-implementable method for providing a near-real-time measurement of sentiment and advocacy within a social media environment, comprising:
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processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment; and processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system comprising:
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a processor; a data bus coupled to the processor; and a computer-usable medium embodying computer program code, the computer-usable medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations for providing a near-real-time measurement of sentiment and advocacy within a social media environment and comprising instructions executable by the processor and configured for; processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment; and processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory, computer-readable medium embodying computer program code, the computer program code comprising computer executable instructions configured for:
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processing a first set of social media data to generate a first set of social network advocacy (SNA) data in near-real-time, the first set of social media data associated with a first set of user interactions within a social media environment; and processing the first set of SNA data to generate a first set of SNA Pulse (SNAP) metric data. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification