Posts tagged with Emotional Analytics

Great social media customer service is proactive, not reactive

Customer service has traditionally focused on issue resolution and has been reactive to customer queries.

A customer calls, emails, or posts to social media, and the brand responds. 

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Three ways brands are using emotional analytics to connect with customers

Social media has dominated my working life since its inception.

It’s been fascinating to see the evolution of brand communication as it moved away from brands talking at people, towards the creation of a dialogue with customers, fans and followers.

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faces

Algorithmic analysis of facial expressions? Don't make me laugh.

Mediacom has teamed up with Realeyes, the latest company to offer so-called 'emotional analytics'.

But, with the advertising landscape so chock-full of tech at the moment (even on the creative side - see CMPs and DCOs), do agencies and advertisers really need to be pointing web cams at people's faces to know if a video ad is good or not?

Here are, to my mind, some pros and cons of this new technology.

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