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Copyright © 2012 Balvor LLC. All Rights Reserved. Wal-Mart JCPenny Target Macy's Sears Old Navy Kohl's Nordstorm Gap 30.1% 35.7% 20.6% 10.3% 39.3% 18.3% 27.4% 11.2% 13.3% Negative Sentiment* 1 Facebook & Sentiment Analysis: Lessons Learned Source: unmetric (link: http:// bit.ly/ZXe3Du ) *Represents share of posts, excluding admin posts. Source: Balvor LLC Facebook can be another platform to help improve customer service Sentiment analysis can help identify trends and issues affecting the shopping experience
