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10 very real reasons polls get it wrong 0

Posted on November 13, 2016 by Rob Petersen

polls

Polls are a record of public opinion. Here are polls taken on Monday, November 7, the day before election day, from very reliable organizations.

  • Clinton 44%, Trump 41%, Johnson 4%, Stein 2% (Bloomberg)
  • Clinton 44%, Trump 39%, Johnson 6%, Stein 3% (Reuters/Ipsos)
  • Clinton 45%, Trump 41%, Johnson 5%, Stein 2% (Economist)
  • Clinton 48%, Trump 44%, Johnson 3%, Stein 2% (FOX News)

What happened?

Polls have been a part of elections since the country was founded. The language of the Declaration of Independence requires we function with “the consent of the governed.” But this election shook up a lot of things. One of them was our faith in polls.

Should we conclude polls and the people who conduct now don’t know what they’re doing? Or, is it that good analysis is always depends on quality data and a sound methodology.

Judge for yourself. Here are 10 very real reasons polls get it wrong.

  1. SAMPLING: Probability sampling is the fundamental basis for all polls. The basic principle: A randomly selected small sample of a population represents the attitudes, opinions and projected behavior of all people. But random samples almost never occur organically.
  2. SAMPLE RESPONSE RATES. For example, women and older Americans tend to answer the phone more often. This is how most polls are still conducted. This throws off the sex and age ratios of the sample. Instead of relying exclusively on random number dialing, pollsters take the extra step of adjusting or weighting results to match the demographic profile of likely voters.
  3. NON-RESPONSE RATES: Adding to problem of creating a random sample, response rates are way down. In 1997, Pew Research, a very well respected research and polling organization, saw telephone response rates were 36%. By 2012, Pew reported a downward trend to an average response rate of 9%.
  4. WEIGHTING: Since it is virtually impossible for a company conducting polls to expect a random sample much less that participants even answer their phones, weights are assigned to demographic characteristics of the total sample of respondents to match the latest estimates of demographic characteristics available from the U.S. Census Bureau. Weighting has a major impact on the results of polls.
  5. CENSUS RESULTS: Census results reflect hard facts such as age, race, address and family size. They do not reflect characteristics like religion and group affiliations. Beliefs and values that are more likely to determine people’s actions.
  6. BRADLEY EFFECT: We don’t always say in polls what we do. It’s called the Bradley Effect, after Tom Bradley, an African-American candidate for governor of California in 1982. Polls incorrectly predicted he would win. Looking back, experts think that’s because people told pollsters they would vote for Bradley, even though they didn’t plan to, in order to avoid sounding racist.
  7. PHONE SURVEYS: The majority of political polls are still surveys done by phone. That’s because someone’s email is more private and protected than their phone number. Surveys conducted over the phone are a pretty antiquated way to conduct research in the computer age. On the phone, the Bradley effect is more likely to occur than online because someone else is hearing and recording your answers. CNET reported Trumps polls a lot better online than in a polls conducted over the phone.
  8. GROUPS: Census numbers can tell us how many Asian-Americans live in a particular state. They can’t reliably tell us how many conservatives or evangelicals are in that state or groups that systematically exclude themselves from polls at higher rates than other groups. There’s no easy way to fix the problem and know the group that someone belongs.
  9. MULTIPLE AFFILIATIONS: Even if pollsters could reliably align weighted samples with groups, none of us are singularly dedicated to one group. We have multiple affiliations. We belong to a particular religion, participate at a certain level in community affairs and have specific views on the environment. So, even if polls could accurately correlate Census information with groups, there are multiple factors and sub-segments to consider.
  10. EXIT POLLS: In any race, there is a fascination with who is likely to be the winner. So there are exit polls to gauge how the race is going. They’re usually based on a sample of a few dozen precincts or so in a specific state, sometimes not even including many more than 1,000 respondents. Like every other type of survey, they’re subject to a margin of error because of sampling and additional error resulting from various forms of response bias.

Did these reasons explain to you how polls get it wrong? Does your organization need guidance understanding data and its results?

 

7 straightforward steps to measure and manage success 0

Posted on August 14, 2016 by Rob Petersen

measure and manage success

“If you can’t measure it, you can’t mange it.” – Peter Drucker

Management consultant, educator and author Peter Drucker, who is often associated with this quote, means you can’t know whether or not you are successful unless success is defined and tracked.

Without clear metrics for success, you’ll never quantify progress and be able to adjust your process to reach your goal. You’ll always be guessing.

How do you get there?

Here are 7 straightforward steps to measure and manage success with plenty of examples.

1. DEFINE WHAT SUCCESS LOOKS LIKE: Success is the achievement of an action within a specified period of time by a specified parameter. Begin with the end in mind. Success looks different based on the type of business and vision of its leadership, but it can’t measured if it can’t be articulated. Here are some examples.

  • Find new customers and get a larger market share than competitors
  • Improve closing ratio from 30 percent to 45 percent
  • Convert 10% of prospect into customers within a year
  • Reduce employee turnover by 25%
  • Earn a substantial return on investment for shareholders who risked their capital in the venture
  • Do ordinary things extraordinary well – Jim Rohn
  • Doing it for yourself and motivating others to work with you in bringing it about – Richard Branson

2. DECIDE WHAT TO MEASURE: “What gets measured gets done” is attributed to Peter Drucker, Tom Peters, Edwards Deming, Lord Kelvin and others. Somebody believes deciding what to measure achieve results. To decide, choose activities and services at the core of what you do and your biggest costs of doing business Think about how they will make your business successful or how they could be improved. Some examples of what to measure are:

  • Number of new leads, sign ups or subscriptions
  • Conversions of leads to sales
  • Sales from returning customers
  • Number of customer complaints
  • Number of returned items
  • Time it takes to fill an order
  • Percentage of incoming calls answered within 30 seconds

3. GET ON TOP OF FINANCIAL MEASURES: In order to achieve success, you need to know how it has to be understood financially. Cash flow is of fundamental importance and can be a particular concern for growing businesses. Most businesses target profits as the key financial metric. It’s important to know how to measure profitability. Key profitability measures to know are:

  • GROSS PROFIT MARGIN: How much money is made after direct costs of sales have been taken into account.
  • OPERATING MARGIN: How much does it cost for the business to run. Overheads are taken into account, but interest and tax payments are not. For this reason, it is also known as the EBIT (earnings before interest and taxes) margin.
  • NET PROFIT MARGIN: When all costs are taken into account, not just direct ones. So all overheads, as well as interest and tax payments, are included in the profit calculation.

4. SELECT KPIs: Key Performance Indicators (KPIs) are business metrics tied to targets. They are used to evaluate factors that are critical to success. KPIs are the actionable scorecard that keeps business strategy on track. KPIs are applicable to your growth cycle and identity your target audience considering their point of view. They are the measurements that matter. Some examples are:

  • Number of new accounts over a specific time period compared to past performance
  • New revenue measured against the money investing in new marketing campaigns
  • Sell-off of investory in a given year
  • Customer acquisition cost
  • Customer lifetime value
  • Sales by region
  • Employee turnover rate

5. LISTEN TO CUSTOMERS: Measurements are based on your needs but, if your needs include your customers, you won’t achieve success unless you listen to their needs. Consider their individuals need, what they think of your brand, your competition and what their future needs are. Some examples of measurements that show you’re listening to customers are:

  • Customer acquisition cost
  • Churn Rate
  • Net Promoter Score
  • Number of customer complaint
  • Time to resolution
  • Customer engagement
  • Annual customer value
  • Lifetime customer value

6. ASSESS EMPLOYEE PERFORMANCE: A company is only as good as the talent behind it. Consistently and accurately evaluating employee performance is essential not only to individual success, but to the overall success of an organization.

  • Employee turnover rate
  • Percentage of responses to open position
  • Employee satisfaction
  • Qualtity of work
  • Employee efficiency
  • Revenue from new ideas and innovation from employees

7. COMPARE AGAINST OTHER BUSINESSES: One of the best ways to keep your business operating successfully is by continually measuring and comparing its performance against competitor averages. Some basic but important measure of comparison include:

  • Sales
  • Market share
  • Channels of distribution
  • New products and/or product improvements
  • Website visits
  • Employee satisfaction

Are these steps straightforward enough for you? Is there anything else you would include? Does your business need help measuring and managing success.

10 best KPI dashboard templates to keep strategy on track 0

Posted on August 01, 2016 by Rob Petersen

KPI Dashboard Templates

A KPI (Key Performance Indicator) is a metric tied to a target. It demonstrates how effectively a business is doing at achieving its objectives. Good KPIs act as a compass guiding an organization on the right path to success.

KPI dashboard templates simplify complex data sets through data visualization to provide at a glance awareness of current performance to help make better business decisions.

Which ones should you consider?

Here are the 10 best KPI dashboard templates to keep your business strategy on track.

DATABOX:

KPI Dashboard Templates - Databox

Databox allows you to create your own database or import an existing database from any source.You can add Images to your data, select your style, fonts, colors and then publish your database for the web – including On-Line Searching of your published data. Databox is a mobile-first business analytics platform built to help you understand what’s going on with your business. Supported by many visualization types (line, bar, pie charts, funnels, tables, …), you can present your data on your office TV, and collaborate and discuss your metrics with others

DOMO:

Domo - KPI Dashboard Templates

Domo Combines a powerful backend that sits on top of and connects into any existing system where data lives, including those for customer relationship management, enterprise resource planning, human resources and financials, as well as any data repository or current reporting system. is a great self-service business intelligence (BI) tool that offers a wide data set, connector support and delivers a unique set of social collaboration tools as well. Domo seems to be best suited for situations in which a team is sharing a dashboard on key metrics.

DUNDAS

KPI Dashboard Templates - Dundas

Dundas BI is a next-generation business intelligence platform that was released in 2014. It combines both business intelligence and analytics tools into one platform that can be accessed as a standalone or easily embedded into other applications. The flexible and scalable solution has a strong focus on self-service, meaning any user can analyze data and create dashboards regardless of job role or technical BI skill. It has drag and drop abilities and can also be fully customized.

iDASHBOARDS

KPI Dashboard Templates - iDashboards

iDashboards address the needs of organizations worldwide seeking an intuitive, collaborative way to view and analyze their critical business information. Because it’s so simple to learn and navigate, iDashboards cuts back on the extensive training time typically associated with complex Business Intelligence solutions. iDashboards is a great fit for financial services, government, healthcare, manufacturing, and retail, but can be applied to many other industry verticals.

KLIPFOLIO

KPI dashboard template - Klipfolio

Klipfolio is a fully cloud dashboard application that enables real-time visibility into the data and KPIs behind your business, so that you can improve performance, relentlessly. Connect to hundreds of data sources online and offline, including: (a) web applications like Twitter, Moz and Google Analytics. Dashboards built in Klipfolio can be easily shared and viewed on browsers, wall-mounted TVs and mobile devices (iOS and Android).  Klipfolio dashboard software is used by a wide variety of businesses, big and small, and by professionals working in a variety of roles, from marketing and sales to BI, consulting and executive management.

QLIK

KPI Dashboard Template - Qlik

Qlik’s unique selling points are that it ranks highest in customer loyalty, provides satisfactory performance, offers a wide variety of features, and is known for its product quality and overall market position. Qlik is probably of the few visualization tools that offers an integrated BI platform and comes bundled with adequate demos, training manuals, and tutorials that can easily fascinate clients and new customers, giving them insight in a fraction of the time they expect.

SISENSE

KPI Dashboard Template - Sisense

Sisense is an end-to-end business intelligence (BI) solution that was developed to be accessible for any type of user, even those with little or no prior experience with BI software. Their full suite of applications provide users with the tools they need to manage and support business data with analytics, visuals and reporting. This out-of-the-box system doesn’t require lengthy implementation or training, so businesses can have it up and running quickly. Sisense was chosen as one of the Top 10 BI Vendors of 2013 by CIO Magazine and “Best in Show” at the O’Reilly Big Data Strata conference.

TABLEAU

KPI dashboard templates - Tableau

Tableau is tailored to meet the needs of anyone looking to explore and analyze key business data, regardless of technical or analytical background. Tableau has taken years of research and built best practices right into the solution. Tableau has become an industry standard with the a bility to connect many data sources and create impressive looking visualizations easily. The interface feels much more modern than some of its competitors.

THOUGHTSPOT

KPI Dashboard Templates - ThoughtSpot

ThoughtSpot has a user interface driven by a search bar, much as a user of Google experiences, and natural language queries can be entered using the language of the business concerned. Combining a search oriented approach with BI is really quite innovative, especially as the dominant paradigm right now is a drag and drop graphical interface. ThoughtSpot is growing quite quickly, and saw 800% growth last financial year – so the approach is clearly attractive to business users. ThoughtSpot has also made it into Gartner’s Magic Quadrant.

ZOHO

KPI Dashboard Templates - Zoho

Zoho CRM has a version for both enterprises and small businesses. Each has its own pricing model, with several options available for SMBs. The software is geared toward any business that has a need for customer relationship management. Primarily sales organizations will benefit from Zoho CRM’s features. One other distinguishing feature is Zoho has never acquired any venture capital, angel investors, or loans. They are entirely a bootstrap operation,

Do these KPI dashboard template give you a good idea of what’s available? Would you add any others? Does your organization need guidance with KPIs and KPI dashboards?

 

12 inspiring social media monitoring case studies 2

Posted on July 10, 2016 by Rob Petersen

social media monitoring case studies

  • 90% of marketers say social media is important to their businesses.
  • 68% analyze their social media activities.
  • Only 41% are able to measure their social activities. (Social Media Examiner)

The numbers indicate almost all businesses now rely on social media for marketing, but less than half can measure if it’s working.

Social media monitoring is the act of using a tool to listen and measure what is being said about a business or key topic on the internet; monitoring media not just from traditional publishers, but on the great majority of social sites too. Many providers have created tools to facilitate analysis of social media channels.

But before you pick a tool to analyze, shouldn’t you decide what’s most important to measure?

Here are 12 inspiring social media monitoring case studies.

  1. ARBY’S: Noticed comments through social media about meats other than roast beef.  This valuable feedback came from their own customers when they launched their “Meat Mountain” campaign poster showing all different meats other than roast beef. Their customers mistakenly thought it was a new sandwich and through social media, indicated they were anxious to try it. Thus the birth of Arby’s new $10 Meat Mountain sandwich.
  2. BARCLAY: Launched a mobile banking application called PingIt. In the days following the launch, Barclays made significant changes to the app as a result of real-time social media analysis. Sentiment Analysis revealed a small proportion of mentions were negative. It was quickly apparent that many users were unhappy the app didn’t work for under 18’s. It wasn’t only teenagers that were unhappy, but also parents that couldn’t transfer money to them. This could easily create a PR disaster, but the data allowed Barclays to act quickly. Within the week 16 and 17 year-olds were given access to the app, showing the business value of quick responsiveness to customer feedback.
  3. CISCO: Tracked ongoing topics, trends and sentiment to support short-term listening goals such as a launching a new business initiative, such as its sponsorship of the summer Olympics, or its annual trade show, Cisco Live. They got closer to our customers and focused on how to monitor, respond, and triage conversations. Cisco reported they achieved 281% ROI through social listening.
  4. DELL: Had a online community called Idea Storm. This was a community in which Dell invited customers to come and share ideas product improvements they want. To date, there have been close to 550 different ideas from this community that have been implemented in Dell products.
  5. GATORADE: Launched Mission Control, where they monitor social media posts 24 hours a day. It has improved their marketing. The company extended an “Evolve” 60-second ad tune into a full-length track available for download in response to frequent questions like “Who sings that song?” Gatorade also used Mission Control to bulk up production of its recovery drinks because of complaints it was selling out.
  6. H&M: Ran four major campaigns that each featured difference celebrity spokespeople. By measuring the volume of conversation following the campaigns, H&M found that the success of their endorsements depended on their geographical markets. It showed how different cultures and customs can affect how an audience receives your marketing campaigns. And how markets with limited engagement may benefit from a different approach.
  7. HP: Decided to turn directly to their customers to ask what how they wanted to be “fed.” HP customers were most concerned with the steady cadence of posts. They clearly stated that they didn’t want or need to hear from them everyday.  Rather, they wanted their content all at once, condensed and concise. HP created their own online magazine, Hpmatters.com, where customers could turn to once a month to get their dose of content.
  8. KMART: Measured online reactions from an ad released across different channels at different time periods. By comparing social media reactions (via sentiment and volume) across various networks, Kmart was able to determine the effectiveness of an advertisement online, on television, and the reaction after a follow-up advertisement.
  9. MONEYGRAM: A leading money transfer company, wanted to globally evaluate at a glance where the conversations about their industry, products and competitors were happening online. By monitoring the share of voice in the past month alongside the past week, analysts at MoneyGram are able to spot whether something has happened to shift the share trend and act accordingly. When MoneyGram launched their ‘Max’s World Adventures’ campaign – a fun, character-driven campaign aimed at children – they noticed a clear leap in their share of voice in that week, in comparison to their usual ‘normal’ share trend. They were then able to dive deeper into the data to see what exactly people thought of it was even more useful.
  10. NESTLE PURINA: Monitored Feed the Cattitude, an integrated campaign involving television spots, a landing page, a mobile app, and a Facebook page. Purina hoped to tap into conversation trends on the Feed the Cattitude Facebook page and on other social media venues. They monitored topics that generated the most conversation, engagement and sentiment to ensure the tone stayed positive.  Feed the Catittude rose to the top five most-engaged Facebook pages, as measured by SocialBakers. Nestlé Purina increased the impact of its paid search investment by aligning search terms with customer interest.
  11. PIZZA HUT: Used social media monitoring to make their marketing more effective. They posted several pieces of organic content, then tracked the conversation around it. That which got the most buzz is used more widely. Two very similar-looking posts, both shots of pizza, one was on a white background, the other on black. Because Pizza Hut was paying attention to the conversation, they saw that the black background shot was performing three times as well. This boosted the ROI of their ads by using that image.
  12. TV LAND: Listened to their own customers and decided to try posts of lyrics to TV theme songs or popular songs from the show era.  The results were incredibly positive. For Pinterest, they created images with quotes from the scripts of their shows and saw improved engagement.  TV Land learned through trial and error what their customers wanted to see that triggered their social engagement.

Do these case studies convince you of the value of social media monitoring? Would the right partner for social media monitoring help you?

 

 

Top 10 social media listening tools from fee to free 3

Posted on June 19, 2016 by Rob Petersen

 

social media listening tools

Social media listening tools identify and assess what is being said about a company, individual, product or brand on the internet. They are used to identify trends, track competitors, understand customer sentiment and discover insights for business building.

Whether it comes with a fee or is free, social media listening tools should be able to:

  • Listen for specific mentions across social media
  • Identify trending topics or phrases
  • Detail customer sentiment
  • Organize customer information
  • Identify thought leaders and influencers

Is this valuable for you business? What are the best ones? Why?

Here are our 10 top social media listening tools from fee to free.

social media listening tools sysomos

1. SYSOMOS: Is a comprehensive social media listening tools especially relevant for businesses with global reach. It can monitor 186 languages and translate 55. Sysomos is a platform comprised of products with specific roles. Sysomos Everything Together (SET) is an integrated social platform that brings together four of its leading products: 1) MAP – which identifies influencers, understanding customer sentiment, or tracking your own social strategies over time, 2) Heartbeat – to monitor, analyze, and understand all the conversations around specific topics all over the world, 3) Influence – helps identify the individuals that can amplify your message and encourages others to take action and 4) Optimize – to engage directly with your target audience is important for all advertisers. Sysomos requires a subscription licence based on the number of users. Subscription fees are monthly and can be purchase by product for a suite of products. Unlimited use of the Sysomos MAP with no restriction on the number of queries, topics or results and complete support and training of an Account Manager is $2,500/month. For Sysomos Heartbeat, $500/month and $1,000/month for Heartbeat Pro to give you an idea.

social listening tools visible technologies

2.VISIBLE TECHNOLOGIES: Is an online social reputation management and social media software solution for enterprise marketers and agencies worldwide. Visible Technologies uses two sentiment-analysis techniques for an accuracy of 80 to 90 percent. The company operates Visible Intelligence, a technology platform that focuses on social media monitoring, data analytics and insights, and customer engagement areas. Its platform also facilitates guided search navigation; repeatable search categories, such as demographics, segments, and attributes; post scheduling; reach analytics; advanced filtering; and scheduled reports. Pricing is monthly subscription requiring a one-year contract. It is one of the more expensive option because you are paying for unlimited search. Pricing starts at $12,000/year.

social listening tools salesforce social studio

3, SALESFORCE: Is a social media management solution designed to build and maintain relationship throughout the “customer journey.” Salesforce Social Studio is keyword based so it is important to know the topics, subjects and brands you are listening for. Salesforce Social Studio help are to listen more effectively across multiple platforms. Social Studio draws tech strengths from Radian6 including social customer monitoring and engagement as well as management across multiple social channels. Social Studio is also used for scheduling posts, customer engagement and social media publishing. Social Studio is cloud based operating on an annual contract. It has channels for email, mobile, ads, and web it addition to Social Studio that helps brands listen, engage, and publish on social networks. Pricing starts at $15,000/year and is determined based on the number of users, brands and keywords.

social listening tools brandwatch

4. BRANDWATCH: Is a platform for social media monitoring, allowing you to analyze and utilize conversations from across the social web.  From social media monitoring to functions such as investor relations, public affairs and media relations, Brandwatch integrates data from a wide variety of area into telling dashboards. Online focus groups can even be set up. Brandwatch is one of the strongest social media anayltics tools you can find. Its pricing is going to be a little out of reach for small businesses but it is an excellent social media listening tool for mid-sized business on up. Pricing starts at $800/month.

social listening tools viralheat

5. VIRALHEAT: Encompasses every aspect of social media monitoring by providing a very handy solution that allows you insight into how your competitors are performing, who they are engaging with and which users are the big influencers. You can monitor and analyze in real-time and you’ve got a powerful base to create conversations or join conversations that are happening right now. You can also drill deeper into the monitoring of your brand by comparing keywords and monitoring any current trends. ViralHeat was acquired by Cision to build out the most comprehensive suite to build out the most comprehensive suite of social media tools. It is still available on a stand-along basis. Pricing is on a monthly subscription basis. It starts at $9/month and is based on the number of users.

social listening tools simply measured

6. SIMPLYMEASURED: Is one of the best single-source solution for web and social analytics out there. SimplyMeasured consolidates metrics into a single, easy-to-use reporting dashboard make to make things easy to digest when sharing metrics across the organisation. Simply Measured is fully compatible with mobiles and tablets. The layout fits perfectly on mobile and tablet, regardless of screen size, with a fully responsive design that looks as gorgeous as the web view on a desktop. Pricing is monthly and starts at $500/month.

social listening tools sprout social

7. SPROUTSOCIAL: Makes managing multiple platforms simple by allowing you to schedule, post, and follow up on users. It creates an ability to find new users and search by topics so you can find new followers and topics to keep up with. Sprout Social’s dashboards is very clean and organized. Sprout Social offers excellent integration with Google Analytics as well as excellent customer service. Pricing is monthly, reasonable with opportunities to trade up as needed. For a business that is serious about social media monitoring but not yet ready to make a major financial investment, Sproutsocial should be a strong consideration. They offer a free trial. On an annual basis, costs are in the area of $3,000 for use by a team of 4.

social listening tools hootsuite

8. HOOTSUITE: Is one of the more popular social media management platforms and probably the most popular with small buisnesses. A primary advantage of Hootsuite is that it connects to virtually every social network. So if you want to run, manage and monitor campaigns on multiple social network, Hootsuite does it simply. The interface on HootSuite is organized by tabs allowing users to divide engagement activity into social networks and streams. The number of social networks that Hootsuite users have access to is determined by their account level: Free, Pro, or Enterprise. The Free version is limited to three networks. Their Pro version is $9.99/month.

social listening tools addictomatic

9. ADDICTOMATIC: Searches the best live sites on the web for the latest news, blog posts, videos and images. Twazzup, Addict-o-matic and SocialMention are three free platforms that allow you to measure your social media mentions instantly with the buzz on any topic. Addictomatic is a discovery platform. After you search, you can personalize your results dashboard by moving around the source boxes. When you’re done, bookmark the page and keep coming back to your personalized results dashboard for that search.

social listening tools social searcher

10. SOCIAL SEARCHER: Social Searcher is also a social search engine. But Social Searcher also provides you with access to some interesting analytical tools, such as sentiment (in terms of positive, negative, neutral and ratio), the source of the content that you have found: Content, types of result (links, photographs, status updates), keywords (1 word, 2 words, 3 words) and popular content (such as retweeted tweets). You can use Social Searcher free for 100 real time searches per day. The basic version allows 200 searches per day going through to the professional version at 800 searches per day, based on network usage. Costs go from €3.49 per month to €19.49 a month.

Did you know about these social media listening tools? Are there any you would add or delete in your top 10? Do you need help identifying the right social media listening tool for your business?

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