How to Uncover New Opportunities Using Social Data
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How various departments within a business can benefit from social data; The value of sharing of social data among departments; How social data creates a customer-centric business. Full webinar: http://bit.ly/1LT3ytx
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How to Uncover New Opportunities Using Social Data
- 1. November 18, 2015 How to Uncover New Opportunities Using Social Data
- 2. Social Data – Why? Danielle Gerson, Senior Solutions Engineer, Tracx
- 3. Social Data – Why? Follow and contribute to the conversation on Twitter with #TracxSocialData
- 5. Social Data – Why? Why businesses rely on social data: • Prioritize actions • Discover inefficiencies • Expose new opportunities
- 6. Social Data – Why? Why businesses rely on social data cont.: • Inform business strategy • Asses and monitor brand health • Communicate with customers
- 7. Social Data – Why? Why businesses rely on social data cont.: • Reduce overall outreach costs • Establish credibility • Encourage brand loyalty • Understanding of customer needs becomes company-wide
- 8. Social Data Integration Individual departments should be monitoring social on the same platform. • Promotes free communication among departments • Single entity houses social data, central to all departments • Helps to avoid missed correlations
- 9. Social Data Integration Individual departments should be monitoring social on the same platform. • Strengthens the business and employee relations • Encourages a cohesive vision of company mission • Creates a customer-centric environment
- 11. Social Data: Marketing Marketing Uses of Social Data • Manage and analyze content efficacy • Identify trends • Geo location discovery to refocus efforts in certain areas
- 12. Social Data: Marketing Marketing Uses of Social Data • Integrate data into CRM/grow database • Allows for customer segmentation • Learning the customer journey in the sales cycle • Insight into buying personas
- 13. Social Data: Marketing Marketing Uses of Social Data • Campaign drive and analysis • Improved marketing budget management • Direct dollars to where they count most
- 14. Social Data: Marketing Marketing Uses of Social Data • Sales lead generator/nurturer • Competitive Research • Real-time tracking • Identification of influencers
- 16. Social Data: Sales Social Data and Sales • Benchmarking • Forecasting • Research
- 17. Social Data: Sales Social Data and Sales • Lead generation/qualified prospects • Mining to analyze buying signals and consumer insight
- 18. Social Data: Sales Social Data and Sales • Seek engagement opportunities based on mentions • Reveal business connections • Clearer view into customer profile
- 19. Social Data: Sales Social Data and Sales • Geographical data to re-focus sales in new areas • Buyer sentiment
- 21. Social Data: Customer Care How Customer Care Benefits • Meet the needs of the new, more educated consumer who expect “social care” • Speedy response • Faster resolution time
- 22. How Customer Care Benefits • Focus on user experience • Enables customer care to be in the same “place” as the customer Social Data: Customer Care
- 23. How Customer Care Benefits • Implementing listening metrics to learn about the customer • Determine customer sentiment • Increase customer satisfaction and retention • Encourage brand loyalty Social Data: Customer Care
- 24. How Customer Care Benefits • Reduce customer support costs • Reveal possible product issues • Minimize time of support reps Social Data: Customer Care
- 26. How Community Managers Benefit • Identify standing within the customer lifecycle • Distinguish between silent majority and vocal minority • Determine most effective engagement activities Social Data: Community Management
- 27. How Community Managers Benefit • Identify and employ ambassadors • Reveals ideal times for engagement • Gain historical context of the customer • Community strategy development Social Data: Community Management
- 28. How Community Managers Benefit • Explore more precise and targeted customer conversation topics with exposed trends • Build visibility and credibility Social Data: Community Management
- 29. How Community Managers Benefit • Create an environment of trust based on insights from data • Detect behavior changes • Discover sources that compete for attention Social Data: Community Management
- 31. Social Media Management Platform What to seek in a social media management platform: • Software that meets cross-functional needs • Integrates with the rest of the organization’s data ecosystem • Provides a unified approach combining deep, rich, actionable insights married with contextually driven engagement capabilities
- 32. Social Media Management Platform What to seek in a social media management platform: • Scalability: easily add more users, dashboards, channels, networks and increase data collection • Real-time analytics and engagement • Seamless integration into 3rd party data solutions
- 33. Social Media Management Platform What to seek in a social media management platform: Expansive and comprehensive insights: • Customer/user sentiment • Ability to identify Influencers • Offers trend analysis geo data • Audience profiling
- 34. Social Media Management Platform What to seek in a social media management platform: • Engagement and content recommendation • Easily customizable workflow/governance processes • Customizable interfaces • Automation
- 35. Social Media Management Platform What to seek in a social media management platform: • SLA/oversight • Ability to identify visual as well as textual content • Ability to measure the monetization of our social initiatives
- 36. Q&A