Social media as predictive forecasting tool

As the interest heats up in understanding the business value of social media, there’s an interesting report out from HP Labs that shows the predictive forecasting potential of Twitter.

Sitaram Asur and Beranardo Huberman built two models to predict the box office sales of movies based on Twitter. The model for predicting first weekend box office sales was 97.3 percent accuraate and the prediction for second weekend performance was 94 percent accurate.

From meetings I’ve had recently with marketing scientists I’m convinced that we’ll be seeing many more mathematical models that will not only help quantitatively measure the return on social media engagement but will also link those measures to business metrics like sales, trial, leads.

MIT’s “Technology Review” article about these Twitter models raises an interesting question:

Can they change the demand for their film, product or service buy directly influencing the rate at which people tweet about it? In other words, can they change the future that tweeters predict?

To download the “Predicting the Future with Social Media” study click here.

Verizon's customer service secret: community super users

What motivates people to help other people in online communities?  Personal satisfaction, recognition, peer respect, and being treated as “insiders.”

Yesterday’s New York Times has a good article about Justin McMurry who volunteers 20 hours a week in Verizon’s online community, helping customers with technical questions. (“Customer Serivice? Ask a Volunteer”)

The secret to success, says Verizon’s director of e-commerce Mark Studness, is creating an online environment that attracts the “super-users” who are the people who so actively post and help other people, answering thousands of questions that Verizon would otherwise have to pay its people to answer. The right environment, says Studness, “is where the magic happens.”

Lyle Fong, founder of Lithium Technologies, a community technology platform, believes that super-users  in customer communities are like online gamers. This is why Lithium offers rating systems for the contributors with rankings, badges and ‘kudo counts.’

“That alone is addictive,” said Fong. “They are revered by their peers.”

In addition to reducing call center costs Verizon has found that the online customer communities have providing new product and service ideas and created a large searchable knowledge base.