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Previous Chapter

Glossary

Index

Absolut Vodka

Access

Accuracy

of data

of research

Acetaminophen

Action(s), in changing research paradigm/approach

Adobe Online Marketing Suite

Adoption, of social media listening

Advanced level, in social media listening

Advantage

competitive versus business, xi

social TV ratings and

Advertising

in achieving market goals

biometric signals and

in changing research paradigm/approach

competitor risk and

consumer trials and

creating resonant messages for

culture and

fine tuning of

future of

helpful reviews and

improving competitiveness via

listening and, ix, xii, xiii

listening-based targeting strategies in

listening-led

for marketing Suzuki Hayabusa motorcycle

in MINI case study

in product line extension

product positioning and

in product/service improvement

rebranding and repositioning via

rethinking

setting budget for

social media conversations versus

social media listening data and

in social media listening’s future

in strategic competition

using Web sites for

in Wired magazine

word-of-mouth

Advertising Age, on Fiat MIO project

Advertising programs, improving competitiveness via

Advertising Research Foundation (ARF). See also ARF entries

definition of listening by

great recession and

listening organizations and

Advertising schedules, as affecting conversation levels

Advertising-voice share, conversational-voice share versus

Advertising weight, as affecting conversation levels

Advil

case study of

Advocacy

as affecting conversation levels

for sales forecasting

Advocates

word-of-mouth marketing and

Advocate sites, gender, multicultural, and LGBT listening and

Affiliate and Search Marketing

African-Americans

as light purchasers

marketing Hennessy Cognac and

African-American sites, gender, multicultural, and LGBT listening and

African-American themes

Agarwalla, Jayant, in Scrabble case study

Agarwalla, Rajatj, in Scrabble case study

AgenciaClick

Agents

Aggregating content

Aggregator

Alert

Almaden Research Center, on using online postings to predict sales

Alterian Techrigy SM2

Always brand

Amazon

case study of

helpful reviews on

predicting sales and

text mining for product features on

American Airlines (AA), case study of

American Marketing Association, on marketing research

Americans, neo-tribes and. See also United States

American Telephone and Telegraph (AT&T)

case study of

Analyses (analysis)

of consumer trials

in listening

reporting and

in social media listening’s future

in strategic competition

of tweets

Analytic capabilities, of text analytic tools

Analytics, in changing research paradigm/approach

Analytic strategy, for listening

Analyzing competition, listening and

Anderson Cancer Center

case study of

Anticipating issues/concerns, in reputation management

Anticipation

biometric signals and

in changing research paradigm/approach

AOL (America Online), as listening solution

AOL Hot Searches

AOL LLC Network, searches analyzed

API (application programming interface)

Apple

in Amazon Kindle case study

in American Telephone and Telegraph case study

case study of

Blogroll

Blogs, xi

in consumer backyard

in conversation footprint

culture and

customer dissatisfaction on

in customer relations

in increasing product loyalty

in JetBlue case study

as listening solution

media and marketing and

in reputation management

Blogs and Social Media

BMW MINI

case study of

increasing sales of

Boardreader

Body Wash

case study of

Boldness, in discovering new customers

Bookmarking

Bots

Boudreaux, Chris

five principles for successful listening by

on listening organizations

on social networking policies

Bought media

Bought/owned/earned (BOE) media environment, in rethinking media, marketing, and advertising

Box office receipts

influence of buzz on

influence of reviews on

Brain, monitoring signals from

Brain Juicer

Brand attributes, listening and

Brand backyard

in EA Sports case study

improving competitiveness in

Branded communities, in product/service improvement

Branding. See also Rebranding

in Ore-Ida case study

Brand loyalty, improving competitiveness via

Brand mentions

by light purchasers

monitoring tools for retrieving

Brand metrics, in creating resonant messages

Brand-name tracking

Brand objectives, of social media listening

Brand page

Brand protection, monitoring tools for

Brand Reputation Management

Brands

analyzing postings about

for caregivers

confidence in

connection with

in customer relations

improving competitiveness via

listening and

listening-based targeting strategies and

listening solutions and

in rebranding and repositioning

in rethinking media, marketing, and advertising

sentiment about

in strategic competition

text analytics and

used-desired features in

vendors of

Brand strategy

Brandwatch

Bravo network

Brazil, Fiat agency in

Broadband

in context

text analytics and

Broadband services

Broadcasting, word-of-mouth

Broadcast television, online video versus

Broad questions

BSSP agency

Budgets

for advertising

in market-share achievement

Bulgrin, Artie, on changing research paradigm/approach

Bulletin board

BurrellesLuce

BusaBeats campaign

Business(es)

in changing research paradigm/approach

culture and

rebranding and repositioning by

social media in

Business advantage

competitive advantage versus, xi

social TV ratings and

Business analytics, in changing research paradigm/approach

Business events

in increasing sales

in strategic competition

Business line expansion, improving competitiveness via

Business models, listening in

Business objectives

social media and

Business outcomes, predicting

Business partners, in reputation management

Business processes, social media and

Business process improvements

Business process investments

Buzz. See also Voices; Word of mouth (WOM)

in changing research paradigm/approach

in creating resonant messages

in EA Sports case study

effect on box office sales

emotional engagement and

in increasing sales

in Old Spice case study

in sales forecasting

BuzzMetrics

BzzAgent

in Silk case study

Cable television

Calibration, in changing research paradigm/approach

Campaign for Real Beauty

case study of

Campaign tactics, improving competitiveness via

Campbell’s Cream of Mushroom soup

Campbell Soup Company, case study of

Canada, Scrabble in

Cancer awareness, in MD Anderson Cancer Center case study

Capturing ideas, in product/service improvement

Carat USA

Car companies, customer want lists and

Car culture, in MINI case study

Careerbuilder.com

Caregivers, mind-set of

Carney, Heidi

Carson, Rachel

Case analyses. See also Case studies

discovering new customers via

uses of

Case studies

Advil

Amazon

American Airlines

Americans with Disabilities Act

American Telephone and Telegraph

Apple

Bacon Salt

BeingGirl.com

BMW MINI

Body Wash

Broadband services provider

Campaign for Real Beauty

Campbell Soup Company

CDW

CNN

Comcast

condiment manufacturer

consumer packaged goods companies

Costco

Crate & Barrel

Dell

Dove

EA Sports

ESPN

Fiat MIO

Fusion razor

Gatorade

Gillette

Harrah’s Casino

Hasbro

Hennessy Cognac

household product

Hulu

iPhone 4

JetBlue

Kindle

Kraft Foods

Ladies’ Home Journal

Lion Brand Yarn

Lists (Twitter product)

Lubricant WD-40

MD Anderson Cancer Center

Meredith Corporation

mobile phone companies

Naked Wines

NASCAR

NestlÉ

Old Spice

Ore-Ida

Philadelphia Cream Cheese (Philly)

Portland radio station

Pretzel Crisps

Procter & Gamble

Provo Craft

Retweets

Samsung

Scrabble

Silk soy beverage

Sony

SportsNation

Steam n’ Mash

Super Bowl commercials

Suzuki Hayabusa

Tassimo pod coffee maker

Trek Light Hammocks

Tropicana Pure Premium Orange Juice

True Citrus

Twitter

Tylenol

Vitaminwater Connect

WhiteWave Foods

Cash4gold.com

Categories. See also Product categories

in increasing sales

in targeting insights

Categorization errors, in data collection

Category-level conversations, by light purchasers

Category mind-sets, understanding

CDW

case study of

increasing sales of

Center of excellence, for social media

Centralized listener

Changes

anticipating

competition and

in listening research

listening to bring about

in mental models

to research paradigm

shaping

Changes in demand, in sales strategies

Charitable giving, in food-shopper mind-set

Chat

Chat Threads

Chevron

Chicklets

Choi, Hyunyoung

Civility, in customer care and satisfaction

Clarabridge Content Mining Platform

Clarity, in changing research paradigm/approach

Classification

Client brand

Cluster

CNN, case study of

Coca-Cola

Co-creation

in changing research paradigm/approach

listening and

of new products

Coded information, processing of

Coders

Cold calling, in increasing sales

Collaboration

in changing research paradigm/approach

monitoring tools for

Colleagues, sharing sales predictions with

Collecta

Collective Intellect

credit-card holders and

social TV ratings and

Columbia Business School

Combining ideas, in creating resonant messages

Comcast

case study of

Command-and-control marketing

in competitiveness

in NestlÉ case study

in strategic competition

Commentators, in rethinking media, marketing, and advertising

Comment cards, online and offline conversations and

Comments

in new idea fine tuning

in reviews

NASCAR improvements from

Commercials, Super Bowl

Commitment(s)

behavioral listening and

in strategic competition

Communication. See also Communications

in changing research paradigm/approach

culture and

of insights

listening and

of sales predictions

Communications

creating resonant messages for

management of

social media and

Communispace Corporation

building

on caregivers

in CDW case study

Communities

in creating resonant messages

in EA Sports case study

in new idea fine tuning

in Scrabble case study

Twitter improvements via

vendors for

Community engagement, of customers about passions

Community guidance, in private communities

Community involvement, in JetBlue case study

Community Marketing, Inc.

Community members, in increasing sales

Community tools

as listening solutions

Companies. See also Organizations

in changing research paradigm/approach

consumer trials and

culture and

customer relations of

customer want lists and

engaging customers by

improving competitiveness of

increasing sales of

key business objectives of

listening-based sales prediction for

in listening-led sales strategy

as listening organizations

mental models for listening and

new product development by

new product uses championed by

online advocacy for

online and offline conversations and

picking up new signals by

private communities run by

product line extension by

product positioning by

product/service improvement by

rebranding and repositioning by

reporting listening research to

reputation management by

sales forecasting by

sharing sales predictions within

single-product

social media listening by

in social media listening’s future

social networking policies of

social TV ratings and

sustainability and

word-of-mouth advertising and

Company culture, in customer care and satisfaction

Company protection, monitoring tools for

Competition

in market-share achievement

in rethinking media, marketing, and advertising

sensing change and

strategic

Competition analysis, listening and

Competitive advantage

business advantage versus, xi

social TV ratings and

Competitor risk, in strategic competition

Competitors, engaging customers by

Complaint department

Complexity

in changing research paradigm/approach

communicating

text analysis and

comScore, searches analyzed by

Concepts

broad/alternative meanings of

in private communities

Concept testing, listening and

Concerns, in reputation management

Condiment manufacturer, case study of

Confidence

in brands

in discovering new customers

in sentiment

Conjoint analysis, in product positioning

Connection(s)

with brands

with customers

in increasing sales

testing

Connectors, in rethinking media, marketing, and advertising

Consciousness

Consultants, neo-tribes and

Consumer backyard

improving competitiveness via

in EA Sports case study

ConsumerBase, in Kraft Foods case study

Consumer Connection Study (CCS)

Consumer excitement

generating

improving competitiveness via

Consumer-generated requirements, designing new products to

Consumer insights

mental models and

sharing

Consumer language, in messaging

Consumer-led methods, researcher-led methods versus

Consumer marketing, effective listening and, ix

Consumer mind-sets

discovering

revealing

understanding

Consumer packaged goods (CPG)

Consumer packaged goods companies

case study of

in rebranding and repositioning

using customer language in messaging by

Consumer perception, combining ideas to address

Consumer processing, in rethinking media, marketing, and advertising

Consumer Product Safety Commission

Consumers. See also Customer entries

category mind-sets of

in changing research paradigm/approach

culture and

mental models and

neo-tribes and

in product/service improvement

reaction to great recession

in rethinking media, marketing, and advertising

in Scrabble case study

Consumer safety, in reputation management

Consumer trials, in increasing sales

Consumption, neo-tribal analytics and

Contact

Content

keeping fresh/relevant

in product/service improvement

Content analysis, in product positioning

Context

as affecting conversation

in changing research paradigm/approach

consumers and

culture and

framing products in

in listening-based targeting strategies

listening for language in

monitoring tools for understanding

in new idea fine tuning

in rebranding and repositioning

restriction of

Continuous programs, improving competitiveness via

Contributions to strategy

Conventional wisdom, challenging

Conversational listening

in listening-based targeting strategies

making use of, xi

methods of

Conversational marketing, word-of-mouth marketing and

Conversational voice goals, in market-share achievement

Conversational-voice share

advertising-voice share versus

market share versus

Conversation analysis, for social TV ratings

Conversation collection, for social TV ratings

Conversation levels, in market-share achievement

Conversation Miner

Conversation mining

Conversations. See also Dialogues; Social media conversations in achieving market goals

in changing research paradigm/approach

consumer mind-sets and

consumer trials and

creating resonant messages for

culture and

in discovering new customers

four factors affecting

gauging market interest from

by light purchasers

listening and

in listening-based targeting strategies

media and marketing and

in MINI case study

in NestlÉ case study

in new idea fine tuning

in new product co-creation

offline

online

picking up new signals from

in product/service improvement

in rebranding and repositioning

in reporting research

reputation management via

in rethinking media, marketing, and advertising

for sales forecasting

in Silk case study

social media listening and

in solving problems

television and

in True Citrus case study

understanding context of

word-of-mouth advertising and

word-of-mouth marketing and

Conversation sources, determining

Conversation top domains

Converseon

Core brand

challenges to

in strategic competition

used-desired features in

Core customers, in rebranding and repositioning

Corporate silos, in increasing sales

Cost advantages, in listening research

Costco

case study of

share of voice versus share of market for

Cost-efficiency gains

Costs, in creating resonant messages

Cotignola, Frank

CoTweet

Council for Research Excellence (CRE)

Coupons, in food-shopper mind-set

Courage, in discovering new customers

Course correction, in listening research

CPG Co.. See Consumer packaged goods companies

Crate & Barrel, case study of

Creating messages, listening and

Creation, of new products

Creative input, viewer interest and

Credit-card holders, mind-set of

Cricut, in Provo Craft case study

Crimson Hexagon

in Advil/Tylenol case study

Crispin, Porter + Bogusky

CRM Metrix

marketing Hennessy Cognac and

CrowdEye

Crowdsourcing

Culture

focusing on

gender, multicultural, and LGBT listening and

listening and

management of

neo-tribes in

social media and

Currency, in source vetting

Customer care

customer satisfaction and

social-media-based

“Customer champions,” in social media

Customer communities, improving competitiveness via

Customer data, in discovering new customers

Customer dissatisfaction

in reputation management

verifying solutions to problems of

Customer expectations, managing

Customer feedback systems

Customer impacts, in increasing product loyalty

Customer innovations, for Twitter

Customer language, using in messages

Customer mind-sets, understanding

Customer passion/advocacy, as affecting conversation

Customer profiling, listening and

Customer recommendations, for NASCAR

Customer relationship management (CRM)

monitoring tools for

Customers

behavioral listening and

care and satisfaction of

challenging conventional wisdom about

in changing research paradigm/approach

discovering new

engagement about passions

in increasing sales

as influencers and influenced

in listening-led sales strategy

managing expectations of

media and marketing and

for new products

online and offline conversations by

in product line extension

product positioning and

in product/service improvement

reaching

in rebranding and repositioning

relationships to companies

in reputation management

social media listening data and

in social media listening’s future

in strategic competition

sustainability and

using Web sites to find

want lists from

Customer satisfaction

customer care and

in increasing sales

verifying problem solutions in

Customer service

key performance indicators and

mental models and

monitoring tools for

Customer service representatives, in managing expectations

Customer support, in customer care and satisfaction

Cut Red Potatoes

CyberAlert

Cycle times

Cymfony. See TNS Cymfony

CyWorld

DailyRT

Dante’s Inferno

Dashboard

Dashboard displays, in monitoring tools

Dashboards

Data. See also Information entries

in changing research paradigm/approach

competitor risk and

in discovering new customers

in increasing sales

in listening research

in market-share achievement

in monitoring tools

in product line extension

quality of

in reputation management

social media listening

in social media listening’s future

social TV ratings and

in spreadsheets

in strategic competition

strategies for analyzing

timeliness and accuracy of

visualizing

Data analysis

in discovering new customers

in social media listening programs

Data cleaning/cleansing

Data collection, assuring accuracy of

Data integration

Data quality, in changing research paradigm/approach

Data sources, in reputation management

Data structure

Day traders

Deduction, in changing research paradigm/approach

Deen, Paula

Delicious, as listening solution

Delicious Web site

Dell

case study of

IdeaStorm and

Dell, Michael

“Dell Hell” period

Demographics. See also Ethnography; Netnography

in changing research paradigm/approach

culture and

neo-tribes and

in rethinking media, marketing, and advertising

social media listening and

Destination Web, in rethinking media, marketing, and advertising

Detractors, word-of-mouth marketing and

Developing messages, listening and

Development costs, in creating resonant messages

Dialogues, in rethinking media, marketing, and advertising. See also Conversations

Digg

as listening solution

Digital ethnography. See also Netnography

in listening research

Digital media, in changing research paradigm/approach

DigitalMR

Digital usage, gender, multicultural, and LGBT listening and

Digital video recorders (DVRs)

Direct engagement

in customer care and satisfaction

in sales strategies

Direct-mail retailing

DirectToDell

Discovering brand attributes, listening and

Discovering new customers

Discovery, listening and

Discussions, in product/service improvement

Discussion threads, in creating resonant messages

Disengagement, emotions in

Dissatisfaction, in reputation management. See also Customer dissatisfaction

Distribution, in product/service improvement

Diversity, gender, multicultural, and LGBT listening and

Domain name

Donation, in food-shopper mind-set

Dove

case study of

rebranding and repositioning by

Dove.com

Dove Self-Esteem Fund

Drill-down capabilities, in monitoring tools

Early market shifts, listening and

“Earned” media

in rethinking media, marketing, and advertising

word-of-mouth marketing and

EA Sports. See also Electronic Arts (EA)

case study of

E-business

Ecolytes

Econometric modeling

Economizing, in food-shopper mind-set

Economy

questions about

running financial institutions and

Super Bowl commercials and

Edelman Digital

Editorial content, in new idea fine tuning

Education, in changing research paradigm/approach

Eldercare

Elderly persons, caregivers for

Electronic Arts (EA). See also EA Sports

in Scrabble case study

Eliason, Frank

eMarketer

Emotion(s)

as affecting conversation

culture and

human behavior and

in increasing sales

language and

in rebranding and repositioning

in sales strategies

“Emotional journey,” in food-shopper mind-set

Empire and Communications (Innis)

End users, in changing research paradigm/approach

Energy, foods that restore

Engagement

as affecting conversation

in changing research paradigm/approach

creating resonant messages for

culture and

in customer care and satisfaction

of customers about passions

in EA Sports case study

emotions in

in Gatorade ads

improving competitiveness via

in increasing sales

mental models and

monitoring tools for

new product development and

persuasion versus

in reputation management

in sales strategies

word-of-mouth marketing and

Engelbart, Christina

Enterprises

social media and

Enterprise value creation, in social media listening

Entity

Entity analysis

Entity extraction

Entrepreneurs

in Bacon Salt case study

new product development and

Entry

Environment, listening in

Environmental issues, in reputation management

ePoll

Esch, Justin

ESPN

case study of

ESPN Searches

Ethics, in customer care and satisfaction

Ethnography. See also Demographics; Netnography

digital

in listening research

Etiquette

Evaluating brand attributes, listening and

Evaluation

in listening

of listening initiative

of social media listening programs

in strategic competition

Evans, R. Scott

on changing research paradigm/approach

Event blog

evolve24

eWatch

Excellence, social media and

Execution, social media and

Executives, social media and

Expectations, of social media

Experience-driven conversations, in rethinking media, marketing, and advertising

Exploration tactic

to determine consumer mind-sets

Eye tracking

Facebook, xi

in Advil/Tylenol case study

in American Telephone and Telegraph case study

Costco on

culture and

customer care and satisfaction via

in Dove case study

in improving competitiveness

as listening solution

marketing Hennessy Cognac and

media and marketing and

in Naked Wines case study

in NestlÉ case study

in Old Spice case study

in product/service improvement

in rethinking media, marketing, and advertising

in sales forecasting

in Scrabble case study

television and

in True Citrus case study

Vitaminwater Connect and

word-of-mouth marketing and

Face-to-face meeting

Fader, Peter, in Scrabble case study

Fan Council, NASCAR improvements from

Fan pages

in rethinking media, marketing, and advertising

Favorable reviews

Federal Aviation Administration (FAA)

Feed

Feedback

in changing research paradigm/approach

consumer trials and

in increasing sales

in rethinking media, marketing, and advertising

in reviews

for rollouts

Feedback systems

Feed reader

Fiat MIO

case study of

Fielding, Richard, on rethinking media, marketing, and advertising

Fielding research

“Field” research, in listening

Filtering spam

Filters

in monitoring tools

Financial analysis, in customer care and satisfaction

Financial institutions, running

Financial issues, questions about

Financial results, in increasing product loyalty

Findability

Findability problem, in Ore-Ida case study

Fine tuning, of new products

Fixed broadband

Flash drivers

“Flavor creator” project

“Flavor creator” tool

Flexibility, in listening research

Flickr

Focus

in changing research paradigm/approach

on culture

in source vetting

text analysis and

Focus groups

listening and

mental models and

in product line extension

in product positioning

in rethinking media, marketing, and advertising

Food and Drug Administration (FDA)

Food context, in rebranding and repositioning

Food donation, in food-shopper mind-set

Food Network

Food shoppers, mind-set of

Food trends project

Footprint, of sources

Foresight, in reputation management

Forest Trust, in NestlÉ case study

Forums, xi

media and marketing and

“Four P’s” (product, price, promotion, place)

Frameworks, new product development and

Framing

in listening research

in rebranding and repositioning

French Cognac case. See also Hennessy Cognac

Freshness, of Web site content

Friedman, Larry

Friend

Friend list

Full service listening platform vendors

Full-service vendors

in listening

as listening solutions

Fundamental level

in product/service improvement

in social media listening

Fusion razor

case study of

Future

of biometric research

of listening

listening organizations in

of marketing research

of media, marketing, and advertising

mental models and

of social media listening

social media listening to predict

FX network, in Hulu case study

Gamers, in EA Sports case study

Gardening, in food-shopper mind-set

Gatorade

case study of

Gaylord Hotels

Gender, in discovering new customers

Gender listening

General search engines

as listening solutions

vendors of

General Sentiment

Generational differences

gender, multicultural, and LGBT listening and

in rebranding and repositioning

social media listening and

Generic brand names, problems with retrieving

Giga Alert

Gillette

case study of

Globalization

Glossary

Goals. See also Market goals

in customer care and satisfaction

in market-share achievement

of rebranding and repositioning

social media and

God Squad

“Going live,” with listening program

Golf, case study of

Goodwill, in managing expectations

Google

as listening solution

predicting sales and

in reputation management

searches analyzed

television and

Google Alerts

Google Insight

Google Insights for Search

data from

in Kraft Foods case study

Google services

Google Trends, ix

data from

Granularity, in rethinking media, marketing, and advertising

Great recession

consumer reactions to

food-shopper mind-set and

running financial institutions during

Super Bowl commercials and

Greenpeace, in NestlÉ case study

Grimes, Seth

Groundswell

Group

Growth over time

Gruhl, Dan, on using online postings to predict sales

Gypsy tool

Hammer, Michael

Handy, Charles

Haney, Hank

Harmon, Butch

Harrah’s Casino, case study of

Harris Interactive

Harty, Jason

on changing research paradigm/approach

on social media listening

Hasbro

case study of

in Scrabble case study

Hashtag

Hayabusa.org. See also Suzuki Hayabusa

Health context, in rebranding and repositioning

Heath, Chip, on changing research paradigm/approach

Heath, Dan, on changing research paradigm/approach

Helpful reviews

in sales strategies

Hennessy Cognac

case study of

Hessan, Diane

Hess, Mike, on rethinking media, marketing, and advertising

Hewlett-Packard (HP) Labs, on sales forecasting

Hexagon. See also Crimson Hexagon

High-definition television (HDTV)

High-definition television through broadband

HiS (Hispanic) sites, gender, multicultural, and LGBT listening and

Historical data, in listening research

Hitwise

H.J. Heinz Co.

“Hockey stick” growth, rethinking media, marketing, and advertising and

Hollywood Stock Exchange (HSX), tweet rate versus

Home gardens, in food-shopper mind-set

Home-in tactic

Home storage solutions

hootsuite 2.0

Hot button terms, in sales strategies

Household product, case study of

HP Labs, on sales forecasting

Hsieh, Tony

Hulu

case study of

Hummer

IBM

as listening organization

on using online postings to predict sales

IBOPE ZOGBY International

IceRocket

Ideas

combining to address consumer perception

in creating resonant messages

measuring value of

in product/service improvement

IdeaStorm

Identifying threats to reputation, listening and

Impact(s)

in changing research paradigm/approach

of social media research

Improvement, of products and services

Inclusive listening

Industry Leader Forums

Infegy Social Radar

Influence

challenging conventional wisdom about

in changing research paradigm/approach

in increasing sales

in market-share achievement

passage of time as diminishing

“Influencer” programs

improving competitiveness via

Influencers

influencing

word-of-mouth marketing and

Infomercials, improving competitiveness via

Information. See also Data entries

in changing research paradigm/approach

mental models and

Information flow, in rethinking media, marketing, and advertising

Information overload, in rethinking media, marketing, and advertising

Information processing

Information technology (IT), listening and, x

Infrastructure, in American Telephone and Telegraph case study

Initiatives

key performance indicators and

In-market products, stimulating product trials for

Innerscope Research, Inc.

Innis, Harold

Innovation(s)

in changing research paradigm/approach

consumer trials and

in line extension

listening and

in listening-led marketing and media

in listening research

in listening solutions

by NASCAR

with Twitter

INS

Insight(s)

in changing research paradigm/approach

competitor risk and

culture and

in customer care and satisfaction

deepening

effective communication of

on food-shopper mind-set

improving competitiveness via

key performance indicators and

in market-share achievement

in new product co-creation

from new products

from Ore-Ida case study

in product line extension

in product/service improvement

relevancy of

in reputation management

in sensing change to compete in the present

from Silk case study

from social media listening

in social media listening’s future

Insight integration, in changing research paradigm/approach

Insight sharing, in increasing sales

InSites Consulting

Inspiration, in changing research paradigm/approach

Instant messaging (IM)

Institute for the Future

Integration, in social media

Interaction, culture and

Interest-based sites, for gender, multicultural, and LGBT listening

Intermediate level, in social media listening

Intermix

Internal champions

social media and

International Automobile Fair

Internet. See also Net entries; Online entries; Web entries

advertising spending on

in American Telephone and Telegraph case study

culture and

in increasing product loyalty

neo-tribes and

television on

Internet searches

Internet services, questions about

Interviews, for sales forecasting

Investments, social media and

iPad, in Amazon Kindle case study

IPA/Nielsen, on share of voice versus share of market. See also Nielsen entries

iPhone

in American Telephone and Telegraph case study

iPhone 4, case study of

iPhone 4 antenna gate

Issues

in increasing sales

in product/service improvement

in reputation management

in social media listening

IT buyers, in increasing sales

Itracks

IT-related enterprises, in CDW case study

It’s Always Sunny in Philadelphia

iVillage.com

J&D Bacon Salt case

Japanese motorcycle case

J.D. Power and Associates Web Intelligence

JetBlue

case study of

Jive Software

Jobs, Steve

Johansen, Bob

Johnson, William

Johnston, Morgan

in JetBlue case study

Journal of Advertising Research

Judgment, listening-based targeting strategies and

Kantar Media Company

Kanter, Beth, on listening organization

Keller, Ed

Keller Fay Group

on share of voice versus share of market

Keller Fay Talk Track

Kellogg’s

Keurig

in Kraft Foods case study

Key, Rob

Key business objectives, via social media listening

Key measures, for listening

Key performance indicators (KPIs)

in reporting research

Keywords, in sales strategies

Kilar, Jason

Killer insight, in changing research paradigm/approach

Kindle

case study of

Kirkland brand. See also Costco

Kit Kat candy bar, in NestlÉ case study

“Knit-alongs,”

Knowledge, monopolies of

Knowledge Center at ARF, great recession and

Kozinets, Robert V., on netnography

Kraft Foods

case study of

food-shopper mind-set and

Label design, Vitaminwater

Ladies’ Home Journal (LHJ)

case study of

rebranding and repositioning by

Lang, Kimberly

Language

in changing research paradigm/approach

in context

emotions and

gender, multicultural, and LGBT listening and

in messaging

in positioning/repositioning

of rebranding and repositioning

Language innovation

Lapsed users

in creating resonant messages

regaining

Las Vegas

Lead-and-lag relationships

Leadbetter, David

Leadership, in increasing sales

Lefkow, Dave

Left Behinds

Lego, as listening organization

Letters to the editor

Lexalytics

Lexicons, in creating resonant messages

Lexus automobiles

LGBT (lesbian, gay, bisexual, transsexual) listening

Lifestreaming

Lifestreams

Lifestyle(s)

gender, multicultural, and LGBT listening and

social media listening in

Light purchasers, listening to

Line expansion, improving competitiveness via

Line extensions

improving competitiveness via

in product/service improvement

in sales forecasting

word-of-mouth marketing and

Linking, of Web sites

Lion Brand Yarn

case study of

Listen-engage cycle, new product development and

Listeners, centralized

Listening, ix, x

in brand backyard

in changing research paradigm/approach

choosing where

complexity created by

in consumer backyard

in creating resonant messages

culture and

defined

as emerging discipline, xi–xii

five principles for successful

future applications related to, xii

gaining business advantage via, xi–xiii

in increasing sales

to light purchasers

marketing and advertising and, xii

media innovations and, xii

mental models for

new frontiers in

principles for

privacy and

reacting versus

in rebranding and repositioning

reputation management via

as research technique, xii

in rethinking media, marketing, and advertising

to search engines

sensing change via

to signals

steps to, xii

synthesis, simplification, and clarification in

this book and, xii–xiii

timeliness of, xi

Listening-based sales predictions

Listening-based targeting

behavioral listening in

emerging strategies for

gender, multicultural, and LGBT listening in

language-in-context listening in

offline conversation listening in

Listening data

in changing research paradigm/approach

social TV ratings and

Listening initiatives

evaluating

offline conversations in planning

Listening insights

key performance indicators and

Listening-led advertising/marketing

Listening-led improvements

Listening-led marketing

innovations in

Listening-led media, innovations in

Listening levels

Listening methods, conversational

Listening organizations

becoming

Listening-oriented researchers

Listening platform vendors

as listening solutions

Listening professionals, in changing research paradigm/approach

Listening programs, implementing, ix

Listening requirements

matching listening platform vendors to

matching search engines to

Listening research. See also Social research

benefits of

characteristics of

formulating questions in

improving competitiveness via

principles for effective

in product line extension

Listening solutions

described

five types of

Listening team

Listening technologies, in changing research paradigm/approach

Listening tools

Listening vendors

Listening Workshop, ix

Lists (Twitter product), case study of

Living labs

Loyalty, improving competitiveness via

Lubricant WD-40, case study of

Luddites

Lurker

Lynn, Michelle, on rethinking media, marketing, and advertising

M16

Machine translation, in changing research paradigm/approach

Made to Stick: Why Some Ideas Survive and Others Die (C. Heath & D. Heath)

Maestro Platform

Management, sharing sales predictions with

Managing expectations

Managing reputation

Managing research

Map-and-gap analysis, in strategic competition

Marci, Carl D.

on biometric signals

on emotional engagement

Marketer-controlled advertising, in rethinking media, marketing, and advertising

Market goals, achieving a share of

Marketing

biometric research in

in changing research paradigm/approach

competitor risk and

consumer trials and

effective listening and, ix

future of

improving competitiveness via

innovations in listening-led

key performance indicators and

listening and, ix, xii, xiii

listening-based targeting strategies in

listening-led

in product/service improvement

rethinking

social media listening in

in social media listening’s future

tuning to meet consumer interests

word-of-mouth

word-of-mouth advertising and

Marketing communications, as affecting conversation levels

Marketing programs, improving competitiveness via

Marketing research, in changing research paradigm/approach

Market interest

gauging

in new products

Market-mix models, for sales forecasting

Marketplace analysis, in customer care and satisfaction

Market research

changing paradigm/approach to

listening-based sales prediction and

mental models and

Market research projects, in social media listening

Markets, mosaic nature of

Market share

conversational-voice share versus

emerging plays for achieving

Market shifts, listening and

MarketTools

Marriott, Lynn

Mats, Larissa

Mattel, in Scrabble case study

“MC Battle,”

McDonald, Bob, on social issues

McPike, Shawn

MD Anderson Cancer Center

case study of

Meal planning, in food-shopper mind-set

Meaning, in rebranding and repositioning

Measurement

in changing research paradigm/approach

of online advocacy

social media and

Measures

for listening

for social television

Media. See also Social media entries

biometric research and

future of

rethinking

in social media listening’s future

social ratings for all

Media buys, social TV ratings and

Media-content analysis

Media context, as affecting conversation

Media innovations, listening and, xii

Media monitoring

as listening solution

Media patterns, in increasing product loyalty

Media placement, in rethinking media, marketing, and advertising

Media planning, social TV ratings and

Media relevance, improving competitiveness and

Media research, changing research paradigm/approach in

Media targeting, social TV ratings and

Media universe

Meltwater Group

Memes

in changing research paradigm/approach

in rethinking media, marketing, and advertising

Memory, passage of time and

Men’s Health Month

Mental barriers

Mental models

five aspects of

for listening

in social media listening’s future

Meredith Corporation

case study of

in new idea fine tuning

rebranding and repositioning by

Meredith Research Solutions. See also Research Services group

Message board

Message creation/development, listening and

Message length, in creating resonant messages

Messages

in changing research paradigm/approach

creating resonant

improving competitiveness via

in rethinking media, marketing, and advertising

in sales strategies

social TV ratings and

using customer language in

Message strategy, questions related to

Messaging

for caregivers

in MINI case study

Metadata

Methodology, in changing research paradigm/approach

“Me Time” products

Microblogging

Microsoft

searches analyzed

Mind-sets

competitor risk and

of credit-card holders

of food shoppers

listening and

mental models and

in new product co-creation

new product ideas from

questions related to

in rebranding and repositioning

social media listening in

in strategic competition

understanding consumer

MINI

case study of

increasing sales of

MIO project. See Fiat MIO

Mission Control Center, Gatorade

Mission Driven, the

MixingBowl.com

Mobile broadband

Mobile phone companies

case study of

Mobiles

Models

in market-share achievement

search trends and

Modern Mommyhood. See also “Mommy blogger” Web sites; Mommy blogs; Motrin Moms

Modifications, in product/service improvement

“Mommy blogger” Web sites. See also Modern Mommyhood

Mommy blogs

Monitoring. See also Social media monitoring

in changing research paradigm/approach

in creating resonant messages

Monitoring tools

as listening solution

Monopolies, of knowledge

Monthly reports, timeliness and accuracy of

Moral identity, of caregivers

Motivation, culture and

MotiveQuest

online advocacy measures from

Motrin Moms

Movies

forecasting attendance at

influence of reviews on

Movie studios, word-of-mouth advertising and

Moyer, Brian

Mueller, Jon

Multicultural listening

Multimedia

Multiple uses, improving competitiveness via

Multiway listening

Mustafa, Isaiah

“My Dell Hell,”

MySpace

in Advil/Tylenol case study

in gauging market interest

in reputation management

in rethinking media, marketing, and advertising

television and

MyStarbucksIdea.com

Naked Wines

case study of

Napkin Labs

Narrow questions,11

NASCAR

case study of

Nationalism, neo-tribes and

Naturalistic settings, artificial settings versus

Natural language processing (NLP), in changing research paradigm/approach

Near-real-time engagement, in customer care and satisfaction

Near-term future, social media listening to predict

Needs, in product/service improvement

Need state, in social media listening

Need state analysis

Neely, Dan

on listening-based sales prediction

on rethinking media, marketing, and advertising

Negative feelings, taking into account

Negative postings

Negative reviews

challenging conventional wisdom about

passage of time as diminishing

Negative sentiment

in reputation management

in sales forecasting

Negative word of mouth

Neo-tribal analytics

Neo-tribes

NestlÉ

case study of

NetBase

in Kraft Foods case study

NetBiz, in Dell case study

Netnography

in changing research paradigm/approach

culture and

in listening research

Net Promoter Score

Networked Insights

Networks

Network television

Network television shows, top 20 by social rating

Neutral feelings, taking into account

“Never Ending Friending” study

New Agers

New customers

attracting

discovering

New formats, in product/service improvement

New product features, improving competitiveness via

New products

designing to consumer-generated requirements

market interest in

stimulating product trials for

News reader

New uses, improving competitiveness via

New York City

Nielsen

on share of voice versus share of market

Nielsen Online, on customer passion/advocacy

Nielsen ratings, social TV ratings versus

Nifty Thrifty

Nillsson, Pia

NM Incite

Nonconventional users

Nonverbal information, mental models and

Nordstrom

Nouveau Luddites

Objectives

business

for listening

social media and

Objectivity, of reviews

Observation, in changing research paradigm/approach

O’Brien, Tom

on brand-name tracking

on research via social media listening

Offline

Offline conversation listening

Offline conversations, word-of-mouth marketing and

Offline strategies, in market-share achievement

Ogilvy

Old Spice

case study of

Old Spice Body Wash

Omniture

Onalytica

On-demand television

OneRiot

Online

Online advocacy, for sales forecasting

Online behaviors, in changing research paradigm/approach

Online communities

improving competitiveness via

as listening solutions

Online conversations/discussions

in predicting sales

word-of-mouth marketing and

Online engagement, improving competitiveness via

Online experiences, culture and

Online post volumes, in predicting sales

Online Promoter Score

Online sources

Online stores, in product/service improvement

Online strategies, in market-share achievement

Online television

Online video, broadcast television versus

Open-ended conversations, in rethinking media, marketing, and advertising

Open-mindedness, in changing research paradigm/approach

Openness, in customer care and satisfaction

Operational issues, in increasing sales

OpinionLab

Opinion Observer

Opportunities. See also SWOT (strengths, weaknesses, opportunities, threats) analysis

in changing research paradigm/approach

in creating resonant messages

exploiting

finding competitive

in listening research

in reputation management

Optimization, in changing research paradigm/approach

Ore-Ida

case study of

increasing sales of

Organization, for listening. See also Organizations

Organizations. See also Companies

brand-name tracking by

in changing research paradigm/approach

key performance indicators and

listening

reporting listening research to

in reputation management

social media listening data and

in social media listening’s future

Orkut

Out-of-Boxers

Outreach, monitoring tools for

Outsourcing, improving competitiveness via

Owned media

Ownership, of social media

Packaging

in Ore-Ida case study

in product/service improvement

in rebranding and repositioning

Page

Palm oil, in NestlÉ case study

Parents

Paris Las Vegas hotel

Participation

in changing research paradigm/approach

in rethinking media, marketing, and advertising

Partnerships, in rethinking media, marketing, and advertising

Passage of time, for product reviews. See also Timeliness

Passenger

Passion

of advocates

as affecting conversation

in increasing sales

in rebranding and repositioning

Penn, Schoen & Berland, on increasing sales

People, listening to, xi

People-centricity, listening and, x

People-led rebranding/repositioning

People’s Network

People’s positioning, in strategic competition

“People’s words,” expressing positioning in

People targeting/segmentation, listening and

PepsiCo

Perception, combining ideas to address

Perception of quality, reviews and

Perceptual mapping, in product positioning

Performance, key performance indicators and

Permission, in customer care and satisfaction

Persistent search. See also Standing search

Personal cars, creating

Personal influence, in increasing sales

Personalization, in increasing sales

Personalized TV programming

Personas, in creating resonant messages

Persuasion, engagement versus

Philadelphia (Philly) Cream Cheese, case study of

Photo sharing

Phrase

Pivotal insights, in sensing change to compete in the present

PlaneBuzz blog

Planning

of data analysis

in market-share achievement

social media and

of social media listening programs

social TV ratings and

Plummer, Joe

on neo-tribes

Podcast

Polarity of sentiment, in sales forecasting

Politics, neo-tribes and

Polling data, neo-tribal analytics and

Popularity

in product/service improvement

social TV ratings to measure

Portland radio station, case study of

Positioning. See also Product positioning; Repositioning

expressing in “people’s words,”

finding ways to improve

in reputation management

in strategic competition

Positive feelings, taking into account

Positive postings

Positive reviews

Positive sentiment, in sales forecasting

Positive word of mouth

Postings, analyzing positive and negative

Postman, Joel, in JetBlue case study

Post volumes, for sales forecasting

Pottery Barn Furniture

Power reviewers

Predicting business outcomes

Predicting sales, listening and

Prediction-led strategy

Predictions, sharing

Predictive models, in market-share achievement

Preferences, in product/service improvement

Preparedness, in reputation management

Presence, improving competitiveness via

Presentations, in reporting research

Pretest forms, in Ore-Ida case study

Pretzel Crisps

case study of

increasing sales of

Price, finding ways to improve

Privacy, listening and

Privacy settings

Private communities. See also Private online community

in CDW case study

as listening solutions

in product improvement

Private online community vendors

Private online community

PR Newswire eWatch

Proactiveness, in reputation management

Problem detection, listening and

Processing routines, performance of

Procter & Gamble (P&G)

in case study

in Old Spice case study

social issues and

Product awareness, reviews and

Product categories

for caregivers

in increasing sales

in listening-based sales prediction

Product-centered strategy, in increasing sales

Product coverage, by reviews

Product features

improving competitiveness via

reviews of

Product issues, in increasing sales

Product line extensions, improving competitiveness via

Product loyalty, improving competitiveness via

Product modifications, in product/service improvement

Product needs, for caregivers

Product positioning

customer versus company

described

in strategic competition

Product reviews, in sales forecasting

Product rollouts, in increasing sales

Products

championing new uses of

finding ways to improve

improving

increasing sales of

matching sales prediction approaches to

new

rebranding and repositioning

rollouts of

stimulating product trials for

Product safety, in reputation management

Product threats, in reputation management

Profile

Profile analysis, new product development and

Profiling, listening and

Profit, in running financial institutions

Profitability enhancement

Program creators, for television

Programs, social TV ratings of

Project focus, text analysis and

Projects, in changing research paradigm/approach

Promotion, improving competitiveness in

Promotion programs, improving competitiveness via

Proof of purchase

Properties

in rethinking media, marketing, and advertising

Propper, Julie

Prospects

behavioral listening and

online and offline conversations by

social media listening data and

using Web sites to find

Prostate Cancer Awareness Month

Provo Craft

case study of

Psychographic profiling

Public relations (PR)

in changing research paradigm/approach

key performance indicators and

monitoring tools for

reputation management in

Pulse Rank

“Push” mentality, in rethinking media, marketing, and advertising

Quality

in changing research paradigm/approach

of research data

reviews and product

Quality research, in changing research paradigm/approach

Quality reviews

Quantification, in rethinking media, marketing, and advertising

Queries, predicting sales and

Questions

broad

in listening research

narrow

Questus

Rabinowitz, Ilana

Rabjohns, David

on brand-name tacking

on research via social media listening

Racing fans, NASCAR improvements from

Radian6

Raffaele, Dave, in JetBlue case study

Ranking, predicting sales and

Rappaport, Stephen D., x

on listening organizations

Rasmussen, Bill

Ratings

challenging conventional wisdom about

for television

Ratings forecasts, social TV

Ratings systems

Rational messaging, in sales strategies

Reacting, listening versus

Readers, influence of reviews on

RealNetworks, in Scrabble case study

Real-time conversation harvesting, sensing change via

Real-time dashboards, in reporting research

Real-time feedback

in increasing sales

for rollouts

Realtime rankings

Real-time search

Real-time search engines

as listening solutions

vendors of

“Real time” Web sites

Real Women of Philadelphia

Real Women Talking

Rebranding

failure of

of products and services

questions in

Recession-relevant terms, analyzing searches for

Recipe communities, improving competitiveness via

Recipe development

Recognition, in product/service improvement

Recommendations, for NASCAR

Reconceptualization, to compete better

Referrals, in improving competitiveness

Registration

Relationship context, in rebranding and repositioning

Relationships

building

in changing research paradigm/approach

between company and customer

culture and

in increasing sales

lead-and-lag

in listening

between market share and share of conversational voice

in reputation management

in rethinking media, marketing, and advertising

with brands

Relevance

improving competitiveness and

in rebranding and repositioning

of Web site content

Repeat business, in increasing sales

Reporting

analysis and

in listening

monitoring tools for

in social TV ratings

Repositioning, of products and services

Representativeness, in changing research paradigm/approach

Representatives, in managing expectations

Reputation, questions related to

Reputation management

monitoring tools for

Reputation-threat identification, listening and

Research. See also Listening research; Social media research; Social research

biometric

fielding

formulating questions in

managing

neo-tribal analytics in

quality of

in rebranding and repositioning

social media listening in

Research and development (R&D)

key performance indicators and

listening and

Research content, harvesting correctly

Researcher-led methods, consumer-led methods versus

Researchers, neo-tribes and

Research paradigm, in social media listening’s future

Research professionals, in changing research paradigm/approach

Research Services group. See also Meredith entries

Research subjects, determining

Reseller businesses, in CDW case study

Respect, in customer care and satisfaction

Responses

in reputation management

in strategic competition

Response times

Results, converting potential into meaningful

Retailers

in increasing sales

reviewer characteristics and

Rethink Convention + Expo

Rethinking, in social media listening’s future

Returned purchases, solving problems with

Return on investment (ROI), in changing research paradigm/approach

Retweets, case study of

Reviewers, characteristics of

Reviews

challenging conventional wisdom about

helpful

product coverage by

in rethinking media, marketing, and advertising

in sales forecasting

unfavorable

Review sites, xi

media and marketing and

RightNow

Ripple6

“Ripple effect,” in rethinking media, marketing, and advertising

Risk, in strategic competition

Roberts, Brian

Rolfe, Denise

Rollouts

consumer trials and

real-time feedback for

Rosenblum, Jeff

Roth, Tom

RSS (Really Simple Syndication)

RTL Nederland

Rubel, Steve

Rule Breakers

Running, of social media listening programs

Safety, in reputation management

Sales

emerging plays to predict changes in

finding ways to increase

key performance indicators and

searching out

Sales Academy, CDW

Sales drivers, listening and

Sales forecasters

Sales managers, in increasing sales

Salespeople, in increasing sales

Sales predictions

leverage of

listening and

listening-based

sharing

Sales ranking, predicting sales and

Sales tactics, in increasing sales

Sample sizes, in listening research

Samsung

case study of

“Sandwich generation,”

“Sandwich situation” research

SAP Business Objects Text Analysis

SAS Institute

SAS Text Miner

Satisfaction. See Customer dissatisfaction; Customer satisfaction

Scalability, of word-of-mouth broadcasting

Scalable technologies, in changing research paradigm/approach

Scale, in customer care and satisfaction

Scheduling, as affecting conversation

Schlack, Julie Wittes, on insight relevancy

Schuhlich School of Business

Scoopler

Scope, in social media listening

Scoring, of sentiment

Scott, Dagny

on listening to signals

Scout Labs

Scrabble

case study of

Scrabble Beta

Scrabble Worldwide

Scrabulists, in Scrabble case study

Scrabulous, in Scrabble case study

Search analysis, in sales improvement

Search data, in spreadsheets

Search engine listening

Search engines

as listening solutions

in sales strategies

vendors of

Searches, Internet

Search listening

Search queries

analysis of

predicting sales and

Search tactic

Search tools

Search trends, for sales forecasting

Seasonal eating/shopping

in food-shopper mind-set

Secular Idolaters

Segmentation

in listening-based targeting strategies

in rebranding and repositioning

in rethinking media, marketing, and advertising

in social media listening

Segmenting people, listening and

Self-esteem, in Dove case study

Self-identity, tribes in

Self-serve solutions, monitoring tools in

Self-service

Selling periods

Senior management, sharing sales predictions with

Sentiment

challenging conventional wisdom about

in changing research paradigm/approach

increasing confidence in

managing negative

in MINI case study

in product reviews

in sales forecasting

Sentiment360

Sentiment analysis

Sentiment engine

Service interruptions

Service needs, for caregivers

Service-oriented strategy, in increasing sales

Service providers

Services

improving

increasing sales of

rebranding and repositioning

social-media-powered listening

Sharing

Sharing insights, in increasing sales

SheSpeaks

Shipping, solving problems with

Shopping, social research and

Short-term listening

improving competitiveness via

predicting sales via

Signals

in listening

listening to new

Silent Spring (Carson)

Silk soy beverage

case study of

increasing sales of

Simplification, in changing research paradigm/approach

Sinclair, Upton

Single-product companies

Skills

in changing research paradigm/approach

text analysis and

Sociability

Social action

Social bookmarking

Social bookmarks

as listening solution

Social business platforms

Social channels, media and marketing and

Social CRM, monitoring tools for. See also Customer relationship management (CRM)

Social graph

Social graph data, in rethinking media, marketing, and advertising

Social issues, in reputation management

Social life, television in

Social listening, in rethinking media, marketing, and advertising

Social media

in American Telephone and Telegraph case study

in changing research paradigm/approach

in Comcast case study

consumer trials and

culture and

in increasing sales

innovations in listening-led

in managing expectations

in new product co-creation

organizing for success with

problems with

reputation management via

in rethinking media, marketing, and advertising

searching for resonant topics

tracking buzz in

in verifying solutions to problems

word-of-mouth advertising and

word-of-mouth marketing and

Social media analysis

in changing research paradigm/approach

in rebranding and repositioning

Social media audits, improving competitiveness via

Social media center of excellence

Social media conversations

advertising versus

listening to

media and marketing and

in MINI case study

for sales forecasting

Social media data, in market-share achievement

Social-media-enhanced models, in market-share achievement

Social media KPIs. See also Key performance indicators (KPIs)

Social media listening

in advertising and marketing

in changing research paradigm/approach

characteristics of less successful

characteristics of most successful

competitor risk and

in creating resonant messages

credit-card holders and

customer care and satisfaction via

discovering new customers via

food-shopper mind-set and

improving competitiveness via

in increasing sales

in market-share achievement

measurement of

mental models for

new frontiers in

in new idea fine tuning

in new product co-creation

new product development and

in Old Spice case study

in product/service improvement

in rebranding and repositioning

in reputation management

research using

in sensing change to compete in the present

in strategic competition

strategy for

for understanding consumer mind-sets

Social media listening data

Social media listening metrics

Social media listening research

Social media marketing

improving competitiveness via

in product line extension

word-of-mouth marketing and

Social Media Marketing Group

Social media metrics

in improving competitiveness

in marketing Suzuki Hayabusa motorcycle

in product line extension

Social media monitoring

in changing research paradigm/approach

in creating resonant messages

in customer care and satisfaction

in discovering new customers

in gauging market interest

in generating consumer excitement

improving competitiveness via

in increasing sales

as listening solution

primary role of

in product/service improvement

in reputation management

in sales improvement

in strategic competition

vendors for

Social media monitoring tools

Social media networks, in product line extension

Social media profiles

in Bacon Salt case study

Social media research

changing paradigm/approach in

encouraging

impacts of

in increasing sales

key performance indicators and

Social media sources, in reputation management

Social media support, in customer care and satisfaction

Social Mention

Social monitoring. See also Social media monitoring

Social networking

policies for

Social networks

consumer trials and

in conversation footprint

in customer care and satisfaction

customer dissatisfaction on

in gauging market interest

as listening solution

in NestlÉ case study

in rethinking media, marketing, and advertising

in sales forecasting

Social news

Social Radar

Social research

on caregivers

in creating resonant messages

on credit-card holders

in discovering new customers

on food-shoppers

improving competitiveness via

increasing product loyalty via

in increasing sales

in product positioning

in product/service improvement

in rebranding and repositioning

“Social sampling”

consumer trials and

in increasing sales

“Social service” movement, traditional customer service and

Social sites

Social television, measurement of

Social TV ratings

conversation collection/analysis for

digital media and

emerging plays for

history of

reporting in

source selection for

traditional ratings versus

Social Web, in rethinking media, marketing, and advertising

Societal shifts

Software

assuring accuracy of

consumer backyard and

in listening research

Software as a Service (SaaS)

Software companies, for text analytics

Sony

case study of

Sources, footprint of

Source selection

for listening

for social TV ratings

Southwest Airlines

Spam, filtering

Spectators, in rethinking media, marketing, and advertising

Spiders

Sponsorship, in new idea fine tuning

SportsNation, case study of

Spreadsheets, search data in

Springer, Don, on credit-card holders

Sprint Cup Series

“Squeeze” campaign

Staffing, of social media

Staff resources, text analysis and

Stakeholders

in changing research paradigm/approach

mental models and

in reputation management

Standards, in changing research paradigm/approach

Standing search. See also Persistent search

Starbucks

Status

Status updates

for sales forecasting

Steam n’ Mash

case study of

increasing sales of

Stereotypes, neo-tribal analytics and

Stereotyping, mental models and

Stew Leonard’s

Sthanunathan, Stan

on changing research paradigm/approach

on consumer co-creation

on listening research

Stimulating trials

Stone, Biz

Stories, in changing research paradigm/approach

Storytellers, in changing research paradigm/approach

Storytelling

marketing Hennessy Cognac and

in reporting research

Strategy (strategies)

in changing research paradigm/approach

for listening-based targeting

in market-share achievement

prediction-led

in rethinking media, marketing, and advertising

social media and

for social media listening

social TV ratings and

Strengths, in strategic competition. See also SWOT (strengths, weaknesses, opportunities, threats) analysis

Subaru

Subjectivity

of reviews

in text mining for product features

Subscribing

Subtopics

Suggestion boxes

online and offline conversations and

Suggestions, in new idea fine tuning

Sullivan, Monica

Super Bowl commercials

case study of

Superficiality, of social media

Super-reviews, on Amazon

Support, in customer care and satisfaction

Supporting evidence, in listening research

Surfing, neo-tribal analytics and

Survey responses

Surveys

in addressing consumer perception

in changing research paradigm/approach

marketing Hennessy Cognac and

online and offline conversations and

in product positioning

psychographic

for sales forecasting

social media listening versus

Sustainability, as social issue

Suzuki Hayabusa

case study of

“Sweeteners,” in increasing sales

SWOT (strengths, weaknesses, opportunities, threats) analysis

Synchronicity, in product/service improvement

Synovate, on food-shopper mind-set

Synthesis, in changing research paradigm/approach

Sysomos

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