System and method for using global location information, 2D and 3D mapping, social media, and user behavior and information for a consumer feedback social media analytics platform for providing analytic measurements data of online consumer feedback for global brand products or services of past, present or future customers, users, and/or target markets

• US 8,909,771 B2
• Filed: 08/26/2012
• Issued: 12/09/2014
• Est. Priority Date: 09/15/2011
• Status: Expired due to Fees

• Current Assignee: Stephan Heath
• Original Assignee: Stephan Heath
• Inventors: Heath, Stephan
• Primary Examiner(s): Nguyen, Tammy
• Application Number:
  US13/594,842
• Publication Number:
  US 20130073336A1
• Time in Patent Office: 835 Days
• Field of Search: 709/224, 709/220, 705/14, 705/26, 705/39
• US Class Current: 709/224
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method, apparatus, non-transitory computer readable storage medium, computer system, network, or system, is provided for using location information, 2D and 3D mapping, social media, and user behavior and information to provide alternative a consumer feedback social media analytics platforms for providing analytic measurements data of online consumer feedback for global brand products or services of past, present or future customers, users, and/or target markets, for companies, organizations, government agencies, and the like, by electronically collecting and analyzing, on a networked computer system using a processor, qualitative or quantitative online social media online communications, activity, and online communications and activity relevant to consumer products or services, or promotions thereof, of interest, in order to provide targeted, location based, 2D or 3D mapped, or impressions to generate online location information data or promotions to provide improved or desired customer perception or sentiment regarding a company'"'"'s products, services or promotions thereof.

Claims

1. A consumer feedback social media analytics platform method comprising:

(a) electronically collecting and analyzing, on a networked computer system using a processor, quantitative or qualitative online consumer feedback data for products or services via online activity, communications, location information data, and social media content relevant to consumer products or services, or promotions thereof, of interest in a category from one or more online user online activity and social media sources;

the consumer feedback data comprising;

(i) impressions data comprising tracking and analysis of website access of said user'"'"'s, target markets'"'"' users, demographic groups or geographic data;

(ii) location information data relating to selected;

(a) users, target markets, demographic groups or geographic data;

(b) (1) products or services;

or (2) product or service providers; and

(c) points of interest near or associated with (1) said consumers, target markets, demographic groups or geographic data;

(2) said products or services;

or (3) said product or service providers;

(iii) 2D and 3D mapping data related to selected;

(a) user, target market or demographic group locations or associated locations;

or

(b) product or service or service provider locations or associated locations;

(iv) user internet activity data relating to user searching, browsing, purchases, location, interactions, and interests; and

(v) social networking data of interactions between said user and other users, target markets, and demographics groups and geographic data; and

(vi) generated marketing and mapping data of relationships between members of a social network or website

(b) electronically quantifying on a networked computer system using a processor the collected online consumer feedback data for products or services via online activity, communications, location information data, and social media content;

to electronically obtain, using a computer system processor, structured analytic measurements data of the online consumer feedback for products or services via online activity, communications, location information data, and social media content, including electronic analytic measurements data of consumer or brand sentiment expressed data among online internet activity and social media participants concerning the consumer products or services, or promotions thereof, of interest in the category; and

(c) electronically providing on a networked computer system using a processor actionable information data to companies, organizations, and governmental agencies based on the analytic measurements data of the online activity, communications, location information data, and social media content, in order to provide targeted, location based, 2D or 3D mapped, or impressions to generate online location information data or promotions to provide improved or desired customer perception or sentiment regarding a company'"'"'s products, services or promotions thereof.

2. A method according to claim 1, wherein the actionable information data is retrieved based on real-time measurements of:

(i) the consumer or brand sentiment expressed data by the online internet activity and social media participants concerning the consumer products or services, or promotions thereof, of interest;

electronically compared and analyzed on a computer system with;

(ii) historical data representing quantitative measurements of the consumer or brand sentiment data concerning the consumer products or services, or promotions thereof, of interest in the past or concurrently with similar or competing products and services.

3. A method according to claim 1, wherein the qualitative or quantitative online consumer feedback data for products or services via online activity, communications, location information data, and social media content, includes one or more selected from the group consisting of messages posted to online social media websites, Internet messages;

social media postings;

promotions or offers;

online dialog;

blogging;

interactions between customers and companies;

call center logs;

emails;

online mail and fax communications;

call center records;

online purchasing information;

online warranty claims; and

other online traffic;

the invention can further provide wherein the one or more online user online activity and social media sources include one or more selected from the group consisting of blogs and sub-blogs;

online discussion forums;

social networks;

wiki sites;

online reviews on e-commerce sites;

video websites;

micro-blogging services;

call centers;

websites including websites of companies; and

other sources of online activity, communications, location information data, and social media content.

4. A method according to claim 1, further comprising displaying the actionable information data to users in companies, organizations, global or local businesses, government agencies on a graphical user interface (GUI).

5. A method according to claim 1, further comprising:

electronically performing on a networked computer system consumer or brand sentiment rating processing of data on structured analytical measurements of the online consumer feedback data for products or services via online activity, communications, location information data, and social media content that refers to the consumer products or services, or promotions thereof, of interest;

to electronically determine using, a networked computer system processor, at least one consumer or brand sentiment rating data set for the online activity, communications, location information data, and social media content; and

electronically assigning on a computer system the consumer or brand sentiment rating for one or more of the online activity, communications, location information data, and social media content data sets.

6. A method according to claim 1, wherein said electronically determining the consumer or brand sentiment rating data sets includes:

(i) electronically identifying, using a computer system processor, data sets comprising terms or phrases of interest associated with the consumer products or services, or promotions thereof, of interest in one or more of the online activity, communications, location information data, and social media content data sets;

(ii) electronically searching on a computer system processor in a set of closest N words from the terms or phrases of interest for keywords expressing consumer or brand sentiment about the terms or phrases of interest;

(iii) electronically assigning using a computer system processor, a probability value data set for one or more of the keywords, the probability value indicating the probability that the keyword suggests something positive or negative about the terms or phrases of interest;

(iv) electronically assigning using a computer system processor one or more occurrences of the terms or phrases of interest with a consumer or brand sentiment score data value based on the keywords in the set of closest N words from the terms or phrases of interest; and

(v) electronically summing using a computer system processor one or more consumer or brand sentiment score assigned to each of the terms or phrases of interest in each social media conversation to electronically obtain using computer system processor consumer or brand sentiment rating data sets concerning the consumer products or services, or promotions thereof, of interest, in order to provide targeted, location based, 2D or 3D mapped, or impressions to generate online location information data or promotions to provide improved or desired customer perception or sentiment regarding a company'"'"'s products, services or promotions thereof.

7. A method according to claim 1, wherein the consumer or brand sentiment score is based on one or more of:

how many times each occurrence of the terms or phrases of interest appears in the social media conversation;

number of keywords expressing consumer or brand sentiment about the terms or phrases of interest in the set of closest words;

whether each keyword reflects a positive, negative or neutral consumer or brand sentiment about the consumer products or services, or promotions thereof, of interest; and

relevance of the keywords expressing consumer or brand sentiment about the terms or phrases of interest.

8. A method according to claim 7, wherein the relevance of the keywords is electronically determined by using a computer system one or more of:

linguistic modifiers of the keywords expressing consumer or brand sentiment about the terms or phrases of interest including one or more of negations, comparatives, and enumerations; and

proximity of the keywords to the terms or phrases of interest in the online social media conversation.

9. A method according to claim 1, further comprising electronically analyzing and using online social media author and website influence parameter data on a computer system in classifying the consumer or brand sentiment of consumer online activity, behavior, or social media conversations or content data.

10. A method according to claim 1, further comprising one or more of:

calculating how the consumer or brand sentiment concerning the consumer products or services, or promotions thereof, of interest trends over time;

calculating how the consumer or brand sentiment concerning the consumer products or services, or promotions thereof, of interest varies by online source or group of sources; and

calculating how the consumer or brand sentiment concerning the consumer products or services, or promotions thereof, of interest concurrently trends over time and varies by online source or group of sources.

11. A method according to claim 1, further comprising determining an overall volume of the online consumer feedback for products or services via online activity, communications, location information data, and social media content referring to the consumer products or services, or promotions thereof, of interest by adding up a number of occurrences of the consumer products or services, or promotions thereof, of interest in online consumer feedback for products or services via online activity, communications, location information data, and social media content per unit of time.

12. A method according to claim 1, further comprising determining how the overall volume of online social conversations referring to the consumer products or services, or promotions thereof, of interest trends over time;

the invention can further provide further comprising determining a share of online voice acquired by the consumer products or services, or promotions thereof, of interest with respect to other online social media subject matter.

13. A method according to claim 1, wherein the other online social media subject matter includes subject matter associated with competitors in the category.

14. A method according to claim 1, further comprising electronically calculating on a computer system processor one or more of:

how the share of online voice acquired by the consumer products or services, or promotions thereof, of interest trends over time; and

how the share of online voice acquired by the consumer products or services, or promotions thereof, of interest trends over time with respect to the subject matter of the competitors in the category.

15. A method according to claim 1, further comprising electronically performing text edge processing on a computer system processor of the online consumer feedback data for products or services via online activity, communications, location information data, and social media content to electronically determine on a computer system processor frequency data of occurrence of one or more topics in conjunction with the consumer products or services, or promotions thereof, of interest and relatedness of the one or more topics to the consumer products or services, or promotions thereof, of interest.

16. A method according to claim 1, wherein the text edge processing comprises (i) electronically on a computer system processor providing data sets showing the splitting up of phrases, from online consumer feedback data for products or services via online activity, communications, location information data, and social media content;

into data sets of individual words and tuples of adjacent words;

(ii) electronically identifying data sets of words or tuples of interest associated with the consumer products or services, or promotions thereof, of interest;

(iii) providing data sets identifying relationships between the words or tuples of interest and each other word and tuple in the sentence as an instance of an edge; and

adding up each of the instances.

17. A method according to claim 1, further comprising electronically determining using a computer system processor data sets of the frequency of occurrence of the one or more topics in conjunction with the consumer products or services, or promotions thereof, of interest, the data sets comprising trends over time.

18. A method according to claim 1, further comprising (i) electronically determining on a computer system processor an overall advocacy of the consumer products or services, or promotions thereof, of interest in the online consumer feedback for products or services via online activity, communications, location information data, and social media content for the category based on data sets selected from the group consisting of:

(a) data analysis of consumer or brand sentiment ratings of the consumer products or services, or promotions thereof, of interest;

(b) number data of advocates of the consumer products or services, or promotions thereof, of interest;

(c) data analysis of advocates of the consumer products or services, or promotions thereof, of interest;

(d) data analysis of online social media authors having positive consumer or brand sentiment for the consumer products or services, or promotions thereof, of interest in the category; and

(e) data analysis of share data sets of online interest or activity acquired by the consumer products or services, or promotions thereof, of interest with respect to the subject matter associated with one or more competitors in the category.

19. A method according to claim 1, further comprising electronically utilizing on a computer system processor the actionable information data in conjunction with online research and electronically presented analytics measurements electronically provided on a networked computer system selected from the group consisting of:

quantitative and qualitative market research;

paid media tracking; and

website analytics;

sales information;

public relations information;

advertising information;

investor relations;

brand management; and

product development information.

20. A method according to claim 1, wherein the actionable information data provided to companies, organizations, and governmental agencies includes real-time alerts providing information about customer service or quality issues relating to the company'"'"'s products or services, or a competitor'"'"'s competing product or service.